DeWalt really let me down on this. It is very unfortunate. One other thing they did that I forgot to mention in this video is that when we called the service center for the second motor replacement, I mentioned to them that it had not even been a year since the last motor went out. The man on the phone said they might be able to knock 30% off the replacement cost. I had the phone on speaker and Jon heard him say it too. When Jon took the saw in they said that it would be $325.00 to replace. Jon then mentioned the 30% discount we were told of over the phone because of how short the previous motor life was. And they literally told him "no one would ever offer that discount, that is not how we do things" Basically calling Jon a liar. On the bright side, the next saw I choose will still be compatible with my Kizen fence. Let's hope I can get my moneys worth out of this one for now though.
@@zhugeliang777 ideally another brand wouldn't have to go to an authorized repair center (twice) and the aftermarket fence doesn't have the chance to get cut by anyone. In a perfect world.
@@user-jx2ei1kh4q , he wouldn’t have, in the middle of a job, dedicated valuable time to mention the issue with the so called repairs if they didn’t “ modify “ his $400.00 fence and not be honorable enough to owe up on the carelessness they had when doing a test. It’s the principle mostly. My heads on just fine, thank you.
@@user-jx2ei1kh4qthey cut through his fence… He didn’t tell them he’s super famous in the carpenter contractor world and has a lot of followers on RUclips. He called this moron and told him his fence was fine when it left and clearly cut through when it returned. He called as an average Joe like me who would have made an investment like he did to perform better on job sites and bring home more money to take care of my family. I’m sorry if you don’t like this guy but you need to give your head a wobble if you can’t understand why he was done wrong. He did the right thing sweating bullets on the job site in front of his vlog camera and none of that will change no matter how hard you try here in the comments. Grow up.
"Sorry, you should've used factory authorized oil on your car, now we can't do anything for you." Every single industry will nickel and dime you until it's legislated that they can't.
@@tommy_panzerotti I'm coming up to a point where I get to replace my compressor. Guess who's getting passed up this time in my shopping? That compressor has been nothing but problems for me. Taken in more than once for leaking. The authorized service technician would somehow claim to never reproduce the issue I constantly dealt with. DeWalt, you really should do better, but if not that's okay... I'm looking at a Rolair ultra quiet compressor now. :)
Lost us years ago because of the customer service and the Factory Authorized Scammers. All our mobile tools are now Milwaukee and we never looked back. This video is actually the best thing you could have done. This cost them far more than $200. Thanks for all you videos.
If they had known he was recording it for a sizeable RUclips channel, they'd have been singing a different tune. Kudos to this guy for keeping that under his hat and allowing us to see how a regular person gets treated.
Our fabricator doesn't use any Milwaukee because one of his battery drills exploded while sitting there and almost burned down his house. Not while charging. Not being abused. Just sitting in his shop and the batteries caught fire
"When this goes out, Milwaukee".. I'm 60 y/o and as a teen I worked for my Uncle who was a carpenter. His expectation was that he'd "buy it once" and I still have some of the power tools that I got from him; I'm not a carpenter so their just hobbyist tools now but they have had a full life already and still run. It reminds me of just how our expectations have been gradually eroding for the products we buy. Pretty much everything with moving parts is manufactured with an expiration date. Follow the money.
I mean, I have my dad and grandads old corded power tools. Some work and some don't but none are anywhere as functional as my new cordless tools and they are drastically cheaper than what my grandad was paying for his. A days wages gets you a top of the line drill and driver combo set. But you are right, quality is not baked in the same way as it was. Its a trade off, you could spend double the amount to get a power tool that lasts forever or spend half that for a tool that lasts 10 years which drastically more functional and after 10 years, you get to buy an even more functional tool. Even my old set of cordless tools from 10 years ago is drastically worse than my current set. I wouldn't want to have those for 50 years and miss out on all the advancements along the way
Exactly, just imagine what the "Finish Carpenters" of yesteryear could have created with Bluetooth enabled tools; it boggles the mind. "It reminds me of just how our expectations have been gradually eroding for the products we buy". There is no reason for almost all tools, appliances and the such to be manufactured as "consumables" except for the continued growth and profitability of the manufacturer. Nothing stops someone from simply upgrading their old tools to newer tools with more features while passing the old tool to someone that doesn't need the new features. I give up, "the more features the better it must be" mentality is pretty much an emotional illness.@@Josh.1234
This shook me back into a weird reality and I remembered my dad teaching me the same thing when I was little about the value of buying expensive tools. Fast forward to now and I basically consider 2 years of life out of a Dewalt grinder a success. 2 of my 4 60v grinders gave up the ghost on the job site this weekend. When did we become ok with disposable pro tools?
@@Josh.1234 This precisely. People often forget how expensive machinery, appliances, tools etc. used to be. You can still spend that money to get something that lasts forever, but at least there are cheaper (and indeed more functional) alternatives available nowadays.
I have been watching you long enough to know that you are a completely honest person. Dewalt should have taken care of this, especially after two motor failures. While I know this wasn't your intention, half a million subscribers now get to see first hand their customer service in action.
I agree, I definitely don't wish them any ill. And I honestly don't even think it is just a problem with Dewalt. I've been treated bad by multiple customer service reps across many industries. It's just sad really.
@@FinishCarpentryTV I am mostly Milwaukee but have the DeWalt miter saw and planer, I didn’t have a great experience with Milwaukee customer service recently either.
@@Macron87 honesty is variable depending on what authority you’re following. If the original poster feels he’s honest according to what he’s seen then he’s more than welcome to make that opinion.
@@FinishCarpentryTV Richard, customer service is non existent these days. NO ONE cares, and there don't seem to be any repercussions. It starts with the Management of the companies from the C-suite/senior managers screwing consumers, to the line employees who interface with customers. Sorry you had this experience, but glad you exposed them.
Switched to makita 10 years ago after a couple dewalt drills and impacts burned up within 1 year. My makitas have been going strong now for 10 years used EVERYDAY. 👍
@@woodlandwrench I will agree on the strength and weaknesses part... for example Makita is known for durability, but NOT for raw power, if for example you compare their 18 volt batteries to Milwaukees, their Ah is in the weak side. But I am a bit curious on the burnt out drills... Are you certain they were real Makitas? (not fake ones), and did you try contacting Makita about it? How a company responds to a waranty issue tells A LOT about a company.
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
Milwaukee has great customer service. I've emailed them about a part for a chop saw I lost one of the attachments to hold skinny blades. They jusy asked for the part number and I didn't hear anything else 3 days later I got the part in the mail. Can't really beat that customer service and I will continue to buy thier products.
Yeah its also good you are supporting the Chinese communist party, we really don't want to see any American manufacturing coming back. Much better to give your dollars to a country which is our geopolitical foe instead of a 100 year old American brand which didn't sell out.
Must just depend on whom you get on the phone because I sent in a router that wouldn’t turn on. They said they tested it and it was fine. I had to pay to ship it back since it “was fine”. Get it back and the thing still wouldn’t turn on. It honestly looked (and I realize I have no way to prove this) that they opened the box and never took it out.
i got the new mower when it first came out and it shit out on me within the first few times of using it. i called and they said no worries, someone will reach out to you. a few days go by, nothing. i call back, same thing. no worries, someome will reach out, again nothing. call again, same thing. the 4th time i called, the guy said "im gonna put a stop to this right now, we're sending you a new Mower, you can keep the batteries, charger, blade, all attachments and send us back a bare mower for warranty. i got my new mower and it works like a dream. this was 2 years ago now and the 2nd mower works amazing. was pretty upset at Milwaukee for how they handled it at first, until they fixed me up right. 2 12.0 ah batteries and a rapid dual charger and im still buying Milwaukee and i'll never go anywhere else
I gotta agree, their reps here (Australia) just about fall over each other to make sure us tradies are happy as larry. Make it so we don't lose out _at all_ in swapping our existing kit out for Milwalkee too, absolute stellar business move to shoulder out the competition and gear us up with their duck's guts.
When I have help, I've always told them that if we F-up, we own up. Tell me immediately so that we can communicate that to the homeowner and assure them we will replace/repair. There is nothing worse than a customer pointing out a mistake we failed to tell them about. That said, I KNOW this is not the norm. You too sir have great vids.
DeWalt is totally in the right, he's added after market parts, that he should of removed and where's the proof of anything he's said, and one main thing is you should never use adaptors for electric on battery tools..
@@user-jx2ei1kh4q Do you work for Black and Decker / Stanley? A bailment was created when the saw was accepted for repair by the service center. A bailment means that the item is in the care and custody of the person who receives and they are responsible for the item. If we take your line of reasoning a bit further, if it was run over by a forklift or vehicle at the repair center, then they are not responsible for the damage. If the service center did not want to be responsible for the aftermarket parts, they should have stated so when the saw was accepted for repair.
This is such an "own goal" by DeWalt. This channel has been a goldmine in free advertising for them and has pushed me to pick up extra DeWalt tools without even really taking the time to consider other brands. Seeing them in action here was all the proof I needed. Pinching pennies on the reimbursement has dried up a lot of goodwill with me, which I will tell you is going to cost them more than $200. And I'm just one subscriber!
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
@@ks38533 at least if the item is not compatible or causing failure, they should offer recall like Milwaukee cheap design high torque impact, fully refund or exchange.
If someone at Dewalt sees this video they will most likely reach out and make it right in hopes another video is made to clear up the issue and show good faith.... The rest of us would be screwed.
still, the "known issue" costs YOU 700$$$ is a NOGO, they can't make that right with a call, when that is a General Customer Experience. Btw, why couldn't they warn about it after the 1st replacement???
You’re or you are*. Your implies a possessive adjective, for example your car, your house and you’re is an abbreviation of you are. They may sound similar, but there’s a huge difference between the two and they are most definitely not interchangeable…
Linus Tech Tips, a huge tech RUclipsr you may know, just had this same issue. A company attempted to reach out after he had an unfavourable review and he declined the olive branch because in his own words “if I wasn’t who I am, you wouldn’t have made the offer” I think it’s sad that so many companies care more about their image only AFTER they’ve screwed over so many and the can of worms spills over
I'm glad I saw your video. I was looking at a table saw, track saw and a planer. The key word is "was". I hate brands that get shady when they are at fault.
If you don't mind carrying around extension cords which most people do, the dewalt corded miter saws are the best way to go in my opinion, those things will last you years and yearsssss. I never used a battery powered miter saw but all I ever hear about them is that they break or do not last. I don't understand why people get them, everyone knows battery powered tools always tend to give out first. Especially with a miter saw that size
I had my own business for decades. Multiple venues in multiple states. Never take your customers for granted. This was an opportunity for DeWalt to demonstrate true customer appreciation. Their behavior is inexcusable.
Same on the Business. Back in the day there were stores that sold only tools. Not the Home Depot stuff. And the service was great! They would fix almost anything at low cost. Or mostly warranty it. I still have all Dewalt 20v tools. But I dont push them hard anymore. I do hope they stand behind the products as they did before.
@@johnbrentford5513 Personally I think the tech that was working on the saw they have played with the fence because it was something new for them they have seen and it got moved in a little too far when they ran the solvent see if it ran the blade neck the corner of the fence on top and someone instead of manning up and taking responsibility for it and you know I’ll just run this all the way down nobody will notice I’ve seen way too many people that try to hide the mistakes instead of tell their boss what they did and taking responsibility for it
@@johnbrentford5513either way, the repair for the motor because of a known factory issue shouldn't have cost him anything. Bet he'd be glad to pay for the fence if he was given back his 750 dollars worth of known-issue-but-not-doing-anything-about-it money. Just bad design and even worse to not stand by their design, take the loss and distribute a cord that could be used with the saw without the motor giving out.
That phone call was sickening. A 163 billion dollar company, that's costumer based. Won't pay 200 dollars for damages they caused. Glad you filmed that!
@@macbook802How is it not a DeWalt problem. We all now know that the motor on that particular saw has problems when used with the FACTORY AC ADAPTOR. You sir are a MO-RON.
@leewinter28 my Dewalt tools work perfect. You sir are a coc ksuc ker. Don't send 400 dollar parts to companies. He probably already cut it and wanted Dewalt to fix it. Classic n-word move
And now you know why Hilti sells so many tools to large operations. Yes they are expensive, but you are also kinda paying for no questions replacement next day to keep the job going. And the accountants love that type of reliability
DeWalt has name recognition and slaps their name on anything these days. They are not about quality or innovation anymore. I doubt they were ever about customer service.
I would suggest doing your own tool repair folks . The same parts the repair shop is going to install are available to you as well . The armature on my Dewalt 708 basically fried . Found a used one on ebay for $60 . Along with a new set of brushes $11 and I was back in business .
This isn't about fixing your own tools, also a lot of folks as you put it do not know how to repair tools or where to begin. its about bad customer service from a $16.76 billion company.
That shouldn’t be a thing if someone doesn’t know how to fix it or simply doesn’t have time and quite frankly that’s a ridiculous ask anyways. It’s their product they fix it if it’s under warranty
@@psfanboy79 My premise was if he has exhausted all his options with Dewalt , and they refuse to repair it , then do it yourself . If one can figure out how to use a professional grade power tool ,they should be able to figure out how to fix it and find the time . Otherwise these beta boys can go out and buy another saw .
You have the right attitude. They don’t realize they have lost. Good paying customer who has influence to thousands. Now instead they will be loosing hoards of people….like myself. I hate the BS these company’s do. I really appreciate you not trashing/throwing away the other stuff (spoiled rich kid syndrome) but just explaining in real terms. Blessings my friend and thank you for posting
Best master trim carpenter content on RUclips. You’re always 100% honest on you content and it’s appreciated. I can’t believe DeWALT won’t be in your dm’s after seeing 500k views on this 😮
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
@@johnbrentford5513 I'm also a bit suspicious because it seems possible that the fence was broken before sending it in or during the test cut after he got it back. But even if that's the case, DeWalt it still being a really shitty company by charging for the new motor when their AC adapter is the likely problem. So it's not even about the $200 that he asked for - they owe him $650
I'm a huge Dewalt fan ... and after this you said something that really stuck to my head. Dont stay loyal to one company ... Thank you. Just made me open my eyes a little
Having the tool repaired TWICE in such a short period of time would be enough for me. You are right though that fan boys of particular brands are wrong, every brand has its strengths and weaknesses and they all put out both great tools and real stinkers
I'm you showed all of us what you went through trying to get Dewalt to own up to it's mistake and how they just washed their hands and said there is nothing they could do to make it right. Worst part is you had to pay $750 for a known defect of their product and yet still could not do anything to make things right for a loyal customer. Glad you put it out for the world to see!
That's some BS. DeWALT needs to make this right. I own a huge amount of DeWALT products, and have always had good experiences with them. I'm HUGELY disappointed in the way they handled this for you.
I really hope he gets taken care of on this, but it really reflects what us with no RUclips, etc would experience. Very eye opening and thanks for sharing.
Agree completely. I probably have all those DeWalt tools that Rich was showing. But I'll definitely be doing some comparison shopping on the next tool I buy, and I'll take their poor customer service into account in that comparison.
Went through the same thing. I bought into the flexvolt platform for home use. Bought the 20 inch chain saw and got three cuts into a log and it locked up as if the chain wasn’t oiling. They gave me the run around for months and eventually i just got stuck with it. A $400 paper weight collecting dust. Then the weed wacker head exploded about six weeks into lawn season. I have replaced everything at home and work with Festool and Milwaukee and sthil for the lawn equipment.
Please don't give up on this - it needs to be made right. If your tool was damaged in their care it needs to be handled properly - giving up let's this particular service center set a bad example and it can continue to happen to others - call back and escalate your issue! Love the videos btw....
@@1packatak yes it should have but it wasn't - I have had similar experiences with other products and services - sometimes it takes another call or escalation to resolve, my point was not to give up easily, if everyone did issues like this would happen all the time andpre frequently.
He’s an owner operator and sadly like many the rep has fed wrong information to will not have time to pursue it and be made right from. Their system is designed to prevent it. The time on hold he will spend could have been spent making money to buy a few more of these fences. Richard did the right thing here. Us who are off of work or have time in between will watch this and hit them in their pocket books.
I believe you are well intentioned to encourage further pursuit of this, but I wouldn’t in their shoes. Why take the time and energy to fight for something that has failed twice and been given the run around twice. He’s already into Milwaukee. Take the L, learn from it, and move on. Hopefully DeWalt can take the L, learn from it and move on as well. No winners in this situation. Unfortunately at my job I deal with this type of situation almost monthly. It’s good to see there are people out there like yourself who still believe strongly in the responsibility to do the right thing. We are a dying breed.
Wow. That is unexpected from DeWalt - what an eye-opener. I've been thinking of switching to Makita for awhile and this made the decision very easy, thank you for sharing this. Hopefully it gets their attention.
@@hallowedbethygame2840 The damage to the aftermarket fence had not happend if Dewalt had called back all their broken products they knew was on the market and still is. Dewalt knew why the 2 motors broke, and did nothing beside asking the user not to use the 2 dewalt products together. Dewalt is to blame here, Dewalt keep showing how little they care about their products as soon as they are sold. shame on Dewalt.. if anything, they need to pay for the 2 motors that broke from using the Dewalt ac adapter. Dewalt is worse then Ryobi at this point
I would be shocked if someone with over a half million subscribers does not get contacted by DeWalt, get it corrected and make this right.. just read the comments.... they’ll lose a hell of a lot more than $400.00... you’ve proven your a good DeWalt customer with a huge loyal fan base. I see another mitre saw arriving, as well as a new fence. Keep us posted!
the back of my truck looks like Wiz Khalifa's house but I will likely move away from DeWalt in the future, did this video make me come to that realization? Not really but that's just terrible form, if they knew who they were dealing with or not
I have been saving my money for awhile now, and I have about $750 for a big combo kit on Black Friday. I was going to get DeWalt because my dad and brother use DeWalt and we could share batteries if working on the same project. Thanks for helping narrow me down to Milwaukie or Makita.
Yeah I would give my money to the chinese communist party over the only american made and heavily manufactured brand.. all because a guy had a problem with one model of new saw. Dewalt makes the same quality as all the rest if not better and all companies have the potential for a model with issues.
I’m in the uk and seeing this story with regard to your motor issues on that saw is almost word for word for what happened to me. Two motor replacements. Told not covered under warranty as saw was 1 month out. £350 plus VAT a pop! Told by rep don’t use the power adapter. Seriously pissed off with dewalt. After 26 years of loyalty to dewalt I snapped. I had issues with triggers on other tools and I think recently their quality has dipped. Since Christmas I have sold every bit of dewalt kit I can and replaced it with festool. I am now enjoying my work again.
Honestly you were too nice to them. You have to be firm about what you expect and push for it and make sure you are escalated up the chain until you get what you want.
I think he represented his brand Finish Carpentry TV really well and was super professional. At the end of the day you can't force someone to act right. They have to do so willingly. It's their loss for not acting right. 200 bucks is a drop in the bucket comparted to nearly 500,000 views in my opinion.
I disagree. Acting like an ass rarely gets you what you want. I would have been nice at first, then turned into an asshole once they said they wouldn’t help me
I was actually looking at the corded DWS779 today for an upcoming project. Now I'll pass. Thanks for your work and wisdom and best of luck in the future.
There is nothing wrong with corded DeWalt mitre saws , the only wrong is with numpties thinking that a battery saw will perform like a corded one (when both have different torque on their motors) 😂😂😂Btw this numpty complains to DeWalt about his Kaizer fence instead complaining to Kaizer for selling him such a shitty designed fence 😂😂
The only issue is that the rear guard was made of plastic for some period of time, and had to be recalled because it occasionally flew off like a projectile. It happened to me, actually, right before I heard of the recall. So you check the serial number and if its affected, you get a metal rear guard/guide in the mail. Other than that, the DWS779 is an amazing deal, often goes on sale for Christmas.
I've got the 779 and it is a top notch saw. The only thing I hate about it is it weighs a ton and a bitch to carry it back and forth everywhere. I just got the cordless 20v sliding compound miter saw and use the flexvolt batteries with it. Absolutely love it. Only thing I hate is it is single bevel. It needs to be a double bevel. Makes all the difference in the world.
Hopefully your authorized DeWalt service folks hear/see this. I'm retired and have a nice sized woodshop. There was a time all I used was DeWalt, but repeated issues with batteries, chucks I transitioned to Makita and over a couple years had the same issues. Now going to Milwaukee, so far so good...
Thanks for the heads up on Dewalt. Bad service is bad for business. Their business won’t be getting my business $$. Great channel. I’ve learned a lot from you over the years that has given me confidence to tackle projects. Thx!
One experience does not paint a full picture of the company. I have had nothing but good experiences at my service center and they have never charged me for a known issue. This is most likely a shitty manager trying to boost numbers to make a bigger bouns.
You handled that phone call better than 99.9% of others would. It's no secret that companies that don't appreciate and invest in taking care of the customer after the purchase eventually lose even their most loyal patrons. It seems to be the status quo everywhere you turn these days.
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
They all have the same parts in them - made in the same factories in china, brazil etc. so It really makes no difference. All the major tool companies are owned by 4 conglomerates.
Impressed with the way you handled this unfortunate series of events. Just kept taking hits and your response is impressive. Keep your head up! You do great work!
I worked for a power tool service center for 22 years. I've repaired every brand under the sun. When I shop for power tools, I walk right past DeWalt every time as if they don't exist. I head right for Makita and Milwaukee. However, If I made my daily living with my tools, I'd be going out of my way to find those tools in Hilti. Nothing can handle daily abuse like Hilti.
My dewalt tools have stood the test of time. Milwaukee tools do not last and Makita used to be good but have fallen off the pace the last ten years. Im a remodel specialist.
Dewalt tools are great and can stand up to the abuse. The problem is the warranty service behind the brand. Milwaukee stands by their tools and their warranty shows for it unfortunately
Yeah I’m definitely with you on this issue, and I’m a Milwaukee/Dewalt investor.The bottom line is they cut the fence and they should replace it,you said it right, it’s just bad business,,,WOW that’s crazy how they didn’t take care and value they’re customer.SMH,keep up the good work and keep pushing forward,because I’m a firm believer of karma 💪🏽💯
Unfortunately next time you have to take photos before and after to show any damages caused by the service center. Not saying that Richard did anything wrong! But is is a sad state that to prove they cut the fence you need to have the photos to back it up.
you can leave a dealer with item and then call to report an issue after... if it was a original part then maybe they could easily replace even without evidence ... but for an aftermarket item thats a steep request reguardless
Simply repairing his saw pro bono would’ve assured a future where Richard would be replacing his old one with the next version of their top tier tools. But instead for $327 they made that the last time they would sell him a high ticket item.
The guy at the factory service center did not know that he was in conversation with Finish. What else I really appreciate is how polite and deliberate you were in your conversation, you're not just Finish Carpentry TV, you're a man of character. I hope somebody at DeWalt gives you a call, and soon. I will purchase a HilWaukee t-shirt from you 🤩
I love my Milwaukee stuff. We have a Milwaukee store front in my city and I’ve walked in on several occasions with a broken tool and walked out with a brand new replacement even without the receipt
'Yep, sorry.' Pretty much sums up the state of customer service today. They did it, and didn't 'man up', and admit to doing it. Similar things have happened to me, and I've gotten similar responses. My favorite is always: 'It came in like that'. Ah.... No. It left your shop like that.
"come on man", low expectations and mediocrity are the norm these days, just look at the current circus in the white house these days and its current shitshow we are all paying for (including the blow/illegal drugs obviously being used which explains the performance issues/debacles). sadly we are all expected to accept such mediocrity as the "new normal" while being told how "good"/"better" things are (even if we know better and opposite is the reality), to smile and agree that the facts we know from our own eyes are not to be believed as we are told by those "in control"
Last year I was in the market for a battery powered blower. My coworker was always singing Milwaukee's praises, so I went with Milwaukee. I've since purchased about five more battery powered Milwaukee tools and three batteries, and the more I see on RUclips about different tools, and tool tests and comparisons, the more it reaffirms my decision to go with Milwaukee. I watch a lot of videos on Project Farm and the Milwaukee nearly always comes out on top or near the top.
My experience was the opposite, I had almost $1k worth of Milwaukee tools go bad in less than a year and Home Depot would do nothing to help. I bought a cheap $100 Ryobi set to "get me by" and those are still working about 8 years later with a ridiculous amount of abuse. The $200 Milwaukee 18volt impact was less than 3 months old when a fall from the SECOND RUNG of a step ladder killed it, the motor worked but the chuck wouldn't move, meanwhile my Ryobi got knocked off a roof and plinkoed it's way down 3 flights of concrete steps and still worked. I can't describe the level of shock I felt when I finally got back down and picked it up expecting it to not work when I pulled the trigger but it did.
Mate thats dropping tools is literally a misuse, so dont blame milwaukee for your stupidity, i have a few milwaukee tools and ive abused them and never had a single problem.if you want to use ur impact driver or drill as a hammer thats on u mate, milwaukee is the best value for price
@@bdkj3ei would've contacted milwaukee warranty division. I'd never deal with home depot unless it was in that 90 day period or whatever their return policy is. I've got a couple grand in Milwaukee power tools and batteries and they're all holding up great
I’ve learned to have brand loyalty to only brands that have been more than loyal to their customers. For example: I’m not a water bottle kinda guy, but I did buy a gallon size water jug made by Igloo a few months back. Was excited to take it to work with me considering I was roofing all week and had just filled it with ice and watermelon flavor packets. First thing I did was set it on top of a couple of bundle of shingles, go to take off my hoodie and it rolled off and took down the roof and hit the ground before I could say “Oh Sh*t!”. The lid broke into a bunch of pieces and it was empty by the time I got to the ground to pick it up. All I could think of is, oh great, I have to work all day without water because of a stupid mistake I made. Long story short, I emailed the company hoping to buy JUST the lid for it. They don’t sell replacement parts. Bummer. BUT, what was amazing was that they sent me an identical water jug for FREE. I didn’t have to pay shipping and handling, nothing. I will forever have brand loyalty to a company like that. Somebody who goes out of their way for a mistake I made over a $20 water bottle. Now you’ve got to ask yourself, you spent the money on the saw and an additional $750 in replacement parts… they damaged an aftermarket part that they were aware was installed on your saw… do you still need to feel loyal to them? They seem to care less whether they have your business or not, which is sad considering how much you promote tools on your page. All I own is DeWalt, but after seeing this video it makes me want to switch. If they don’t have customer service for a guy like you, how will they ever treat a guy like me? That’s what all your viewers must think now. I hope Dewalt sees this video and realizes they need to step up their customer service game.
And... for Igloo you are so happy you write about in random YT posts getting the rest of us thinking positively about Igloo. Are you listening DeWalt?????
@@davidgreene6243 exactly! Didn’t expect a full replacement at no cost because of MY mistake. If it were any other company they could’ve told me to buy another one or kick rocks, but they didn’t. My question is: how come major tool companies, who make millions from contractors, DIY’ers and tool reviewers, won’t do the same thing? I understand people take advantage of “the system” sometimes, but most of us are loyal and honest to a company that reciprocates that honesty and loyalty to their customers.
I think it always helps when you own your mistakes. You went to them with the correct attitude: I stuffed up and I am will to pay to fix it. Good companies will be more inclined to help you out, give a free replacement, if you take this attitude. Dewalt can learn from you and Igloo.
The moral of the story is you didn't use a aftermarket part like this guy did once you use a aftermarket part on anything the warranty is over, but someone is gonna see this and tell communist Milwaukee and they will help this guy out because he has a RUclips channel because they wouldn't help you either if you were Joe Smoe if you used a aftermarket part on their tool, this guy is just trying to get free tools from China I mean Milwaukee
I’m honestly moving away from Milwaukee for similar frustrations. Had one of their m12 23 ga pin nailers fail after 4 months. Homedepot replaced that with a new gun which lasted only 1-2 months and also started to fail. Sent that in for repair. They sent it back saying the repair part was not under warranty but they fixed it once out of goodwill. Except they didn’t fix anything. It still doesn’t set the nails even at full depth. They stick out like 3/16” and the hammer absolutely mangles the back of the nail.
Man, I love european customer warranty laws. Everything here has to have 2 years of warranty. The first year repairs must be no questions asked, because the law says failures up to that point must be a fault from the factory, or the service center must proof that the fault is from you using it wrong.
Here in Europe, I always thought of DeWalt as a cheapo brand like Black & Decker, and that will always influence the way I look at them. Recently I found out that their tools are not actually cheap - but when I hear that they’re continuing to sell tools with known issues, it feels like my first impression was quite right in a way.
Same here in Japan. Obviously, Makita rules the market over here, but DeWalt quality just doesn't compare to Makita. Same goes for Bosch. Some of the older stuff that was made in Europe is good, but the newer stuff from China is crap.
DeWalt is owned by Stanley Black & Decker. They have several brands at different price-points. Generally speaking, the power tools rank (from professional to household): DeWalt > Porter Cable > Craftsman > Black & Decker
@@Palpac a working tool with proper treatment and maintenance shouldn´t die that fast - if a brand has an unlucky product it may consider make an exchange offer - to keep costumers inside their eco-system + making a communicative multiplier angry will be expensive
In Europe too and this is not my impression. I've owned Bosch, Makita and DeWalt and some Festool novelties that other brands didn't carry at the time. I still buy DeWalt for one of my workshops that's on that system anyway. I also have a full DeWalt set for at home. I use everything within reach as a hammer and none of it has ever failed me within ten years. Whenever these discussions come up I feel it's mostly a matter of coincidence. You happen to get a shitty battery from one brand so you conclude the brand's bad. My warranty has always been superb on every brand because of the dealership I buy everything from. Those people are way more important than the factory.
Been watching your videos for a while now because I believe you take pride in your work and, you are a master craftsman. I tip my cap to you. I’ve learned many things from your videos that make my projects better. That said, I value your opinion on tools. Another well done video and one which has changed my mind on DeWalt. Thank you.
I would call the corporate office and ask to speak with a manager or supervisor. No way in hell I'd let this slide. I'd rattle their cage until they made things right.
Exactly what I was thinking. Move up the food chain to someone that will take this seriously. Its bad enough the motor has gone out twice and youve had to fit the bill. Its just pure insulting to then damage your fence and again not take resposibility. Anyone with any sense in corporate will make this right. Unfortunately, businesses get away with this way too often. Im guessing once they see your platform they will pull out the red carpet
Calls don't work well anymore because big companies can "accidentally" hang up on you & make you start the process over. Social media like Twitter is how you get through to them
I would take the matter up with one of the main Dewalt offices. These guys that did the repairs are likely to be Dewalt authorised service agents so if they're damaging Dewalt's customer care reputation I would think the main Dewalt office would want to hear about any poor customer service experiences. I would also expect the main office to want to put things right and restore their customers confidence.
@@bchowmein1711 I have mentioned the same as you. Escalate the poor customer service matter to a higher point in the Dewalt chain. These repair centre guys are merely Dewalt approved 3rd party service agents. I honestly believe the Main Dewalt office would be very concerned to hear about such shabby customer service and also the poor reliability of the burnt out motors. Dewalt spend a fortune on brand marketing to persuade customers to buy their products. A video like this showing poor customer service and crap quality motots has the potential to cost Dewalt long thousands in lost sales.
Thanks for the Heads Up, I have the same miter saw with the power cord option. I have never used it with the 120vt wall cord, now that I know the potential for motor damage, it's battery only and not a hybrid tool now.
Yeah, that's pretty amazing that you purchase a "hybrid" powered tool and then get told (without refund or apology) that using the cord will ruin the motor. That's fraud.
0:51 I don't question your goodwill towards DeWalt whatsoever, like you mentioned, your equipment shows the faith in their company... I feel for you man!
I'm in the process of replacing my trim saw with something of better quality. Dewalt was one of the options I was considering, until I watched this video. I now will not consider any Dewalt products, no one should be treated like that. Your response to them was a little more gracious than mine would have been. Love your videos and watching the way your do things, great work.
That is false. My dad had a brand new surge impact. Broke within a month, sent if to get fixed, got it back and it still had the same issue. Service report said part was used to failure not defective, he put a hand full of screws in with it and that's all. Sent it back again, worked this time except reverse didn't work now, they broke the switch putting it back together. Sent it on for a third time.
Been a Makita user for a long time, honestly never had to have anything fixed. Tried Ryobi once, not good. De-Walt became prominent in the UK after a great bit of product placement on a BBC TV show. Tried a couple of their drills but nothing else.
Would you have had any better luck with Milwaukee, or Makita? I doubt it. I would be mad that they didn't tell me about the AC adapter problem for sure. Also they should have told you to remove the custom fence at least. I just don't think the other companies would be any better. I've had blood boiling problems when dealing with a Ridgid warranty repair so I get it though.
Well Richard muh man! Awesome Video! The Good news is, the Honesty behind this video is the BEST ADVERTISING that DeWalt could ever put out! You have convinced me thoroughly to NOT buy another DeWalt product or tool!! Thank You for this IMPORTANT DeWalt FAILURE update!! -Bob...
That's as fair as anyone could hope a good customer could be. That $200 fence cost DeWalt thousands. And that's managements fault, they should have "someone" that can utilize some common sense and work with customers in exactly the way you asked them to. 👍👍
Glad I saw your video. I was about to switch over to the DeWalt ecosystem. After listening to their customer support rep on the phone call, I changed my mind. I am full on Milwaukee now. Thanks for putting this out there.
There’s a few failures here on DeWalt’s part: failure of the product, failure of customer service to charge for a replacement part of a known defect, failure of the service techs for not removing the fence, and then failure of customer support at the end.
I agree with what you said as well. Now as for the issues. First, knowing this person that runs this channel, I mean knowing his background, I would think he would know better than to send that huge aftermarket fence with the product repair. Most services companies tell you that. I would be curious to know if he actually asked for reimbursement for two over $300 repairs for something that was known as a defect. I would have started first with the defect then tack on the issue with the cut in the after market fence. But for the fact of the known defects, the tool would not have been sent in and the fence would not have been cut.
You handled yourself amazingly well… I too have lots of Dewalt tools in the garage and this definitely leaves a bad taste in my mouth. I hope they make it right.
Hey man sorry to hear this. I am a trim carpenter for a living as well, and I know your pain brother. We work and sweat too hard for our stuff to be destroyed by the incompetence of others. As for the DeWalt service that is just awful. The only thing I have left from them is my miter saw, and miter saw stand. I’ve already converted all my other tools to Milwaukee, and a few things Rigid, and Makita. I feel like dewalt isn’t what it used to be unfortunately. Hope they see your video and make it right for you brother.
We ran into this same issue 2 or 3 yrs ago. Burnt through 2 saws in about 18 months running them primarily on the 120v adapter. 3rd time around the lumber yard just replaced it with a standard corded saw. I’m pretty sure our lumber yard just ate the cost each time but default has to be aware of this issue by now. We’ve run dewalt for 20+ yrs but I’m leaning towards the makita next time around. As for as the service center, sounds like SOP for most and that sucks for you. Keep up the vids, always enjoy the content.
I agree with you 100%. Similar incident convinced me to move on to Makita. I sold everything Dewalt I owned. Replaced it with Makita. Best move I ever made.
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
@@johnbrentford5513 I believe what was said about the dewalt repair shop. They did the damage. They owned keeping the saw in safe condition the saw while they had it. They did not return it is same or better condition they received it in.
My Dewalt "family" has grown. Just invested in the portable table saw. From what I could tell it had the best, stay where you put it, fence. A long time ago my combo drill trigger took a crap. It was all or nothing, no variable left. I took it to an "Authorized" dealer/repair center (since then has gone out of business). The drill was a few months over warranty, but since I'm a home DIYer it looked brand new, plus I take care of my tools. They fixed it for free based on my tool didn't get that much use and wasn't abused. So far no issues, but thanks for the heads up.
@@chascollette me either. dewalt is no worse quality than any other brand. they all have the propensity to have a model with a flaw. I buy dewalt because its the only american tool brand left and they have a ton of american manufacturing left. All these brands people are going to are chinese communist backed companies. I can't stomach buying from them, gutting the american manufactring base all for a tool that is basically the same quality and functionality. Plenty of industries where we don't have options but foreign, but power tools has dewalt.
Sorry to hear about your experience man.. I've been a DeWalt fan since I got into the trade but I too am slowly migrating to Milwaukee. The tools feel much better quality wise and the last time I had my 18G nail gun like yours repaired the service was impeccable 👌🏽
Im in the process of switching as well because how much warranty work thats been needed this past year on different tools. These tools are used but never abused or rained on. These larger companies need to step up their game. The under dog companies are showing comparable performance and a lesser price as well with same performance batteries at 30-40% less. Not to mention the same warranty offered at 3 and 5 yr on tools and warranty on batteries.
Who wants to buy something that supports the chinese communist party? Dewalt is an american brand which has a large manufacturing base still in the US. All the rest of these brands sold out and layed off all the american workers. When your job gets outsourced or the job of your friends or family, don't come whining to us. You had an opportunity to support your fellow citizens by buying a great product that is just as good as any chinese brand.
Crazy, I had the opposite experience a few weeks back. I had a 1 year old Dewalt battery circular saw making a grinding noise, I sent them a video on Facebook messenger and asked if they knew what was wrong. The response was "sorry for the inconvenience sir, what is your address" 4 days later I come home to a new saw on my step. Now Milwaukee (I'm a huge fan of their tools) I had a battery ratchet break at 2 months old, sent in for service and they fixed it with a note "One time courtesy repair, to heavy of use"... What about the 5 year warranty on this tool you told me was "nothing but heavy duty"?
I run dewalt on almost all of my gear, apart from my makita track saw and Bosch professional miter saw. Honestly have no complaints about any of them. 3 very decent brands
👍 Amen brother! Thanks, just the fact that they are hiding a known issue with the adapter ruining motors would burn my ass. Hope there's a lawsuit in their future.
Yeah the fence thing is hard to prove. And the rep on the phone isn’t at fault. Whoever did it just didn’t tell anyone and it’s a he said she said thing. But charging people to repair their saw for a known defect is BS. How old is it? Is there no warranty?
Same. That known motor issue is what really bugs, because it is an issue they have confirmed is a systemic problem but are refusing to make right and are profiting off by replacing the burned out motors. Meanwhile, there are unknowns from their perspective on the fence, so I'm not as surprised that they wouldn't believe a customer who said, "you broke it please give me money" (even when they ask as nicely as Richard). I'd definitely file a complaint with the BBB on the motor issue (while also noting the fence issue), which might help get a partial or even full reimbursement on the motor replacement. If lawyers weren't so expensive and courts weren't so slow, this should be a class action, like @loloholmes2793 suggested, but it would "only" be thousands of people joining the class action, so maybe a few million dollars in compensation -- and that's not enough to pay for the lawyers to fight in court for the 3-5 years it will require.
I feel for you. That seems to be the norm in the UK. No company takes responsibility for what they do, and the cost of making them take responsibility is just too much.
90% of my tools are dewalt, but ive been having nothing but problems and failures from air compressors to nail guns... i just ordered a new bosch miter saw. between my personal experience and seeing this video, im thinking its time to move on to a different brand... hopefully dewalt makes this right with you. thanks for you videos and insight. 🤙
I've used many different brands of tools, purposely, for a career spanning more than thirty years. Some brands made better specific tools than others did. For instance, I've usually used Wilwaukee Sawzalls, Porter Cable belt sanders, etc. But, many of these brands have been bought up by big companies and are really just the same tool with a different case and sticker on it. And if you are gonna go all battery powered, you should pick one brand and go with it. Makita has ALWAYS made a tool worth having.
They done messed up! Thought they were taking advantage of an average joe and not a professional finish carpenter and influencer. DEWALT needs to reach out because the only reason why I bought my cordless DW miter and table saw was watching your videos.
At this point I'm not interested in any discussion with them. I would never try to play the influencer card. I feel like I should get the same treatment as anyone else. The sad part is I really have no problem with them, I just wish they would have owned up to this mistake. I'm sure your table saw and miter saw will be just fine. Thanks for the support!
@@FinishCarpentryTV If they owned up every time somebody claimed to have hundreds of dollars of damage on aftermarket parts they would lose alot of money. Dont send your shit in with any modifications. Take them off. Coming from a person who doesnt own any yellow tools. People lie and steal all the time. I feel this same thing would happen with any brand.
Sorry you had to go through this experience. I'm a full time handyman and I Love your channel! I have the DeWalt DWE7491RS Table Saw and the DW735X 13" Planer with a Shelix set of blades. Otherwise most my tools are Milwaukee M12 and M18. 6 drills, 2 Oscillating tools, 5" sander, Rotary tool, Cutoff wheel, 3 nailers, Stapler, 2 Reciprocating saws, Die Grinder, Angle Grinder, Router, Vacuum, M18 Caulk gun, JigSaw, Circular Saw, Miter Saw, Socket Set, 12 Packouts and 2 sets of drawers, Fan, Tower Lights, Blower, Flashlights and more. I have a Festool track saw and 2 Bosch routers and a sander. Milwaukee has been consistently worth the small premium every time.
Thank you for posting this, I am about to purchase a new chop saw, and now know which company I will not be buying from. You helped me make up my mind as DeWalt was in the running, not now.
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
I had a similar experience with their motors 10 years ago. Basically a lemon. After 3 times in a year being repaired I asked for a new saw. After several weeks it went nowhere. I bought the Festool then the New Makita. I’ve never looked back. Good luck to you in the future.
I had 1 bad Dewalt experience. Their 20V Max chainsaws have bar oiling issues on the second design. A little stud in there that breaks off and then the spinning pump can't move up and down. No luck with service. Finally I found a good RUclipsr who showed how to fix it. I get it though. It's one thing if I don't get my Saturday project done. This guy literally makes his living with his tools so it has to be frustrating as heck when they don't work and he can't get service.
was just about to spend over $6500 AUD on a full DeWalt setup, had it preordered and recieved a call it was in shop ready to be picked up, I told them I was not comfortable with using a brand like DeWalt now and told them about this video. (DeWalt rep AUS) so hope he tells higher up about this.
Good for you. Thanks for sharing your experience. This is the only leverage we have as consumers in a world of mega-companies chasing profits and hiding behind faceless support and layers of bureaucracy that get them out of doing the right thing. I will buy Milwaukee, Festool and Makita in the future.
Honestly, I'm invested in the DeWalt battery system. But I'm a DIYer. The thing that has always struck me about DeWalt is that they make a good version of pretty much every power tool, but i can't think of an industry leading DeWalt tool. I worked with a Milwaukee guy who made fun of the bumblebee guys haha. He was one of the most mechanically inclined people I've ever met. He knew what he was talking about. I think DeWalt can be a good option, but i think this highlights the problem with the current state of the industry. You have to buy into a battery system, and if you choose wrong.... I'm sorry for your loss.
And Milwaukee is leading tool in what category?Leading in failure and poor quality.Jig saw Bosch cordless-Mafell corded,angle grinder Fein-Flex (red Flex Germany)-Metabo,cordless drill Metabo,sander Mirka,SDS drill DUSS etc.
Milwaukee is probably the worst professional brand tool out there. They're garbage every guy on the jobsite always had a tool in t h e shop getting repaired and if you don't have a RUclips channel you ain't getting it fixed right away
Could you checked the aftermarket kaizen fence before leaving the store when you picked up the saw (after being fixed)? Or bring the miter saw without any “additional” accessories.
Notsure how old your saw was but if it was within the warranty years there should be no charge for a faulty/defective item. Furthermore, if the AC adapter is a known issue they need to remove it from the shelves. I also have lots of dewalt power tools and my current biggest gripe is the wobble on the bit holder on the DCF887. 😊
Wow! You are way more patient than I would have been under those circumstances!! I would have been furious for having to buy 2 new motors for a known problem and then to cut into your fence is just insult to injury! Such a shame because DeWalt tools are generally made really well. Their 10" table saw is my favorite job site tool ever.
Just this week I tried (again) to see if DeWalt could resolve the overheating issue in the cordless string trimmers. After the only factory service center in my state told me there was nothing they could do, and it was a known problem, DeWalt customer service told me to “buy another trimmer”. Oh I will, but it sure as hell won’t be DeWalt.
I had a similar experience on a saw that was used for less than 50 cuts and was under recall. (I am a homeowner, NOT in the Trades). I too had more Dewalt tools. They are VERY smug at the service center. (The CSR in this video was much nicer than what I experienced). NEVER AGAIN. Great job executives! I bet your contracts are guaranteed!
I got into dewalt around a couple years ago, and wound up selling all except my 12v stuff, after the horrible experience I had with their service division
My Miter saw is 40 years old and is a Ryobi Paid 179. My circular saw is 40 years old and it is a craftsman, Paid 39.. My drill is a Makita paid 99 and it is 15 years old with the same small battery. Great video.
Only DeWalt tool I have is the corded router. Only used a couple of times. Other than that, power tools are Milwaukee while the oddball stuff like the sprayer and fans are Ryobi
When I was trimming in the 90s and early 2000s a friend bought some dewalt tools, I used them a little on jobsites I thought they were big bulky and heavy. I preferred my Makita saws by far. It surprised me that you liked dewalt when I started watching your channel. I do have a dewalt drill and impact driver that I still use. Maybe its just what you get used to. I never dealt with any co. repairs though, there was a local saw shop that I went to when I couldn't make the repair myself. Maybe if they see this video they'll send you a whole new saw and an apology, haha. I miss trimming homes, that was a good time in my life. Keep up the good work. I don't watch often but when I do I really enjoy it.
I picked Milwaukee when I was young, for the sole purpose of red being my favorite color. After a few years and my brother becoming an engineer for them, I've found that they are one of, if not, the best tool company right now. They could still do a lot more, however, every...single....time a tool has gone out or broke (albeit rare), they've replaced it for free, no questions asked. Parts to tools, the entire tool....whatever. Just go into one of their stores in my area, give them the tool and tell them what's wrong, and they either take it back or give me a new one if it even LOOKS too beat up. This is often way beyond the warranty expiration too. The only time I've paid for a repair or new tool, is when buying a new tool (obviously) or when the guy behind the counter is a dick.....but even then, when it comes to that one person (same guy) just wanting to charge, I have no issue at all because it's usually
Milwaukee is grossly overrated. They were kings back when they were actually building tools in Milwaukee. These days they sell overpriced flimsy miter saws and they tried to play games with their 1/2" impact wrench by cheapening up the anvil design inside and mass manufacturing that new design before even testing if it was durable. Their cordless drills took a big decline in quality when they stopped using a quality chuck.
Sorry not the case worst service out of major brand in Europe refusing service blaming customers always fighting them and they don't last with masonry sites. Gods for RUclips that is all.
I've had similar experience with Leatherman, I know it's not a power tool but since we're talking about good customer service. I've had bunch of Leatherman multitools over the years and I've put them through hell. They can take it too but enough is enough. I've always sent the tool to them, asked to change the broken parts and make it good again and send me a bill. Every time I've gotten the tool back refurbished or a brand new one and not one bill to this day.
Im with you. I am feeling the same way i have tons and tons of dewalt tools. But I've been finding myself leaning more towards Milwaukee, and im pretty sure im going to jump on fully with milwaukee pretty sad move, but they just aint pocking up their game!
@FinishCarpentryTV I have cordless Milwaukee miter saw and I am not happy.... This is only to use inside.. I was using that saw outside and it started to rain, but it was just a small, very mild rain.. few drops.. and the saw was shut off... then I needed to take out battery, clean it and dry it up (the part where you put the battery) and then it was on again... After some minutes it happened again... The way how the batteries are mounted in is totally not for outside use..
Man I have always been a DeWalt man, for my job site tools, they always seemed like the company for the working man, but I am hearing more and more stories like this and I am going the same route brother. I been loyal and spent thousands of dollars on this company and they aren't returning that loyalty. Sucks but is what it is
I had a similar issue with dewalt a number of years ago. I gave all my yellow to one of my helpers and went and bought all makita. The makita cordless is second only to festool. I do use the Milwaukee cordless nailers since makita hasn’t figured theirs out yet.
Similar experience here - used to run all Dewalt a long time ago, switched over primarily to Makita after lots of problems trying to warranty tools... ie. impacts that kept burning out - they started asking me what I was doing with it.... Obviously driving screws, I'm not pounding nails with it :) I needed tools that would work as it's how I make my living, and also have a great warranty if there happened to be problems - Makita fit the requirements for me.
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
Some people think service centers treat their devices like something special. I have never heard of someone leaving their personal stuff on something they send in for replacement. This isn't a car wash. When you get your phone services, there is a high chance, that your data is going to be gone, because they just do a factory reset to make sure the device wasn't bricked by you. Often times manufacturers service centers don't even bother with repairing on the spot, they give you a new device and send the broken one to Mexico or China to fix. Never give your stuff to service centers or warranty repairs with personal stuff on it, that goes for electronics, as much as it does for tools.
DeWalt really let me down on this. It is very unfortunate. One other thing they did that I forgot to mention in this video is that when we called the service center for the second motor replacement, I mentioned to them that it had not even been a year since the last motor went out. The man on the phone said they might be able to knock 30% off the replacement cost. I had the phone on speaker and Jon heard him say it too.
When Jon took the saw in they said that it would be $325.00 to replace. Jon then mentioned the 30% discount we were told of over the phone because of how short the previous motor life was. And they literally told him "no one would ever offer that discount, that is not how we do things" Basically calling Jon a liar.
On the bright side, the next saw I choose will still be compatible with my Kizen fence. Let's hope I can get my moneys worth out of this one for now though.
for those asking about the fence they cut through. Here it is: www.kizenenterprise.com/product-page/pre-order-miter-fence-pro-system
@@FinishCarpentryTV do you think another brand would have replaced your fence cost?
Time to move on from dewalt saws..people just rep the yellow and black..
Bro..richard have the power of popularity use it bro..tell people dont buy Dewalt no more
@@zhugeliang777 ideally another brand wouldn't have to go to an authorized repair center (twice) and the aftermarket fence doesn't have the chance to get cut by anyone. In a perfect world.
When a man wearing a sweat soaked shirt stops working to make a video because he’s been done wrong, that’s guy that really wants to spread the word.
What's been done wrong
Do you really think he's stopped work to make this video, you need give your head a wobble
@@user-jx2ei1kh4q , he wouldn’t have, in the middle of a job, dedicated valuable time to mention the issue with the so called repairs if they didn’t “ modify “ his $400.00 fence and not be honorable enough to owe up on the carelessness they had when doing a test. It’s the principle mostly. My heads on just fine, thank you.
Fuckin cringe
@@user-jx2ei1kh4qthey cut through his fence… He didn’t tell them he’s super famous in the carpenter contractor world and has a lot of followers on RUclips. He called this moron and told him his fence was fine when it left and clearly cut through when it returned. He called as an average Joe like me who would have made an investment like he did to perform better on job sites and bring home more money to take care of my family. I’m sorry if you don’t like this guy but you need to give your head a wobble if you can’t understand why he was done wrong. He did the right thing sweating bullets on the job site in front of his vlog camera and none of that will change no matter how hard you try here in the comments. Grow up.
Factory authorized. The words that send rage down my spine
"Sorry, you should've used factory authorized oil on your car, now we can't do anything for you."
Every single industry will nickel and dime you until it's legislated that they can't.
@@tommy_panzerotti I'm coming up to a point where I get to replace my compressor. Guess who's getting passed up this time in my shopping? That compressor has been nothing but problems for me. Taken in more than once for leaking. The authorized service technician would somehow claim to never reproduce the issue I constantly dealt with. DeWalt, you really should do better, but if not that's okay... I'm looking at a Rolair ultra quiet compressor now. :)
Mr. Clinton is very disappointed at DeWalt now.
Great to see Louis Rossmann. Appriciate what you are doing on your channel.
A wild Louis appears 😁
Lost us years ago because of the customer service and the Factory Authorized Scammers. All our mobile tools are now Milwaukee and we never looked back. This video is actually the best thing you could have done. This cost them far more than $200. Thanks for all you videos.
And not to mention having to pay out for repairs with that motor has known issues of burning out! Do better DeWalt!
Milwaukee is chinese garbage, they copy most of their stuff from ridgid(plumbing tools).
If they had known he was recording it for a sizeable RUclips channel, they'd have been singing a different tune. Kudos to this guy for keeping that under his hat and allowing us to see how a regular person gets treated.
Same here. But it is Festool for anything that matters…
Our fabricator doesn't use any Milwaukee because one of his battery drills exploded while sitting there and almost burned down his house. Not while charging. Not being abused. Just sitting in his shop and the batteries caught fire
"When this goes out, Milwaukee".. I'm 60 y/o and as a teen I worked for my Uncle who was a carpenter. His expectation was that he'd "buy it once" and I still have some of the power tools that I got from him; I'm not a carpenter so their just hobbyist tools now but they have had a full life already and still run. It reminds me of just how our expectations have been gradually eroding for the products we buy. Pretty much everything with moving parts is manufactured with an expiration date. Follow the money.
I mean, I have my dad and grandads old corded power tools. Some work and some don't but none are anywhere as functional as my new cordless tools and they are drastically cheaper than what my grandad was paying for his. A days wages gets you a top of the line drill and driver combo set. But you are right, quality is not baked in the same way as it was. Its a trade off, you could spend double the amount to get a power tool that lasts forever or spend half that for a tool that lasts 10 years which drastically more functional and after 10 years, you get to buy an even more functional tool. Even my old set of cordless tools from 10 years ago is drastically worse than my current set. I wouldn't want to have those for 50 years and miss out on all the advancements along the way
. Exactly thanks for explaining that
Exactly, just imagine what the "Finish Carpenters" of yesteryear could have created with Bluetooth enabled tools; it boggles the mind.
"It reminds me of just how our expectations have been gradually eroding for the products we buy".
There is no reason for almost all tools, appliances and the such to be manufactured as "consumables" except for the continued growth and profitability of the manufacturer. Nothing stops someone from simply upgrading their old tools to newer tools with more features while passing the old tool to someone that doesn't need the new features.
I give up, "the more features the better it must be" mentality is pretty much an emotional illness.@@Josh.1234
This shook me back into a weird reality and I remembered my dad teaching me the same thing when I was little about the value of buying expensive tools. Fast forward to now and I basically consider 2 years of life out of a Dewalt grinder a success. 2 of my 4 60v grinders gave up the ghost on the job site this weekend. When did we become ok with disposable pro tools?
@@Josh.1234 This precisely. People often forget how expensive machinery, appliances, tools etc. used to be. You can still spend that money to get something that lasts forever, but at least there are cheaper (and indeed more functional) alternatives available nowadays.
Someone at the factory authorized service center gonna get an ear full after DeWalt sees this video!
I hope so!
Vince! The sad part is that he is probably just following standard operating procedure. Which is a fail for everyone! Nobody wins!
@@FinishCarpentryTV I absolutely agree!
@@VCGConstructionreps are trash. Isn't there a way to contact the company directly?
Quickest way to ruin brand loyalty
I have been watching you long enough to know that you are a completely honest person. Dewalt should have taken care of this, especially after two motor failures. While I know this wasn't your intention, half a million subscribers now get to see first hand their customer service in action.
I agree, I definitely don't wish them any ill. And I honestly don't even think it is just a problem with Dewalt. I've been treated bad by multiple customer service reps across many industries. It's just sad really.
@@FinishCarpentryTV I am mostly Milwaukee but have the DeWalt miter saw and planer, I didn’t have a great experience with Milwaukee customer service recently either.
The reason they created the DeWalt brand is to build high level tools for pros. DeWalt failed miserably in quality and service in this case.
@@Macron87 honesty is variable depending on what authority you’re following. If the original poster feels he’s honest according to what he’s seen then he’s more than welcome to make that opinion.
@@FinishCarpentryTV Richard, customer service is non existent these days. NO ONE cares, and there don't seem to be any repercussions. It starts with the Management of the companies from the C-suite/senior managers screwing consumers, to the line employees who interface with customers. Sorry you had this experience, but glad you exposed them.
Switched to makita 10 years ago after a couple dewalt drills and impacts burned up within 1 year. My makitas have been going strong now for 10 years used EVERYDAY. 👍
That is one of the reasons I also stuck with Makita... They have a fairly good reputation for reliability.
I had 2 makita drills burn out within a year. No brand is better than the other tbh. They all have their strengths and weaknesses.
@@woodlandwrench I will agree on the strength and weaknesses part... for example Makita is known for durability, but NOT for raw power, if for example you compare their 18 volt batteries to Milwaukees, their Ah is in the weak side.
But I am a bit curious on the burnt out drills... Are you certain they were real Makitas? (not fake ones), and did you try contacting Makita about it?
How a company responds to a waranty issue tells A LOT about a company.
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
Makita is still made in Japan. Big difference.
Milwaukee has great customer service. I've emailed them about a part for a chop saw I lost one of the attachments to hold skinny blades. They jusy asked for the part number and I didn't hear anything else 3 days later I got the part in the mail.
Can't really beat that customer service and I will continue to buy thier products.
Yeah its also good you are supporting the Chinese communist party, we really don't want to see any American manufacturing coming back. Much better to give your dollars to a country which is our geopolitical foe instead of a 100 year old American brand which didn't sell out.
Must just depend on whom you get on the phone because I sent in a router that wouldn’t turn on. They said they tested it and it was fine. I had to pay to ship it back since it “was fine”. Get it back and the thing still wouldn’t turn on. It honestly looked (and I realize I have no way to prove this) that they opened the box and never took it out.
@@amosmcneal Another username Bot! 🎃💩🤓🤡🧠 Dead
i got the new mower when it first came out and it shit out on me within the first few times of using it. i called and they said no worries, someone will reach out to you. a few days go by, nothing. i call back, same thing. no worries, someome will reach out, again nothing. call again, same thing. the 4th time i called, the guy said "im gonna put a stop to this right now, we're sending you a new Mower, you can keep the batteries, charger, blade, all attachments and send us back a bare mower for warranty. i got my new mower and it works like a dream. this was 2 years ago now and the 2nd mower works amazing. was pretty upset at Milwaukee for how they handled it at first, until they fixed me up right. 2 12.0 ah batteries and a rapid dual charger and im still buying Milwaukee and i'll never go anywhere else
I gotta agree, their reps here (Australia) just about fall over each other to make sure us tradies are happy as larry. Make it so we don't lose out _at all_ in swapping our existing kit out for Milwalkee too, absolute stellar business move to shoulder out the competition and gear us up with their duck's guts.
It's a Sad Sign of the times Richard... No one owns or admits their mistakes anymore... love your videos... Keep up the great work!
When I have help, I've always told them that if we F-up, we own up. Tell me immediately so that we can communicate that to the homeowner and assure them we will replace/repair. There is nothing worse than a customer pointing out a mistake we failed to tell them about. That said, I KNOW this is not the norm. You too sir have great vids.
DeWalt is totally in the right, he's added after market parts, that he should of removed and where's the proof of anything he's said, and one main thing is you should never use adaptors for electric on battery tools..
@@user-jx2ei1kh4q Do you work for Black and Decker / Stanley? A bailment was created when the saw was accepted for repair by the service center. A bailment means that the item is in the care and custody of the person who receives and they are responsible for the item. If we take your line of reasoning a bit further, if it was run over by a forklift or vehicle at the repair center, then they are not responsible for the damage. If the service center did not want to be responsible for the aftermarket parts, they should have stated so when the saw was accepted for repair.
@@user-jx2ei1kh4q Dewalt sells that adapter for that saw.... its an either or... he didn't rig up something to run a battery saw on AC
This is such an "own goal" by DeWalt. This channel has been a goldmine in free advertising for them and has pushed me to pick up extra DeWalt tools without even really taking the time to consider other brands. Seeing them in action here was all the proof I needed. Pinching pennies on the reimbursement has dried up a lot of goodwill with me, which I will tell you is going to cost them more than $200. And I'm just one subscriber!
@@ks38533So, essentially you’re saying just bend over and take it? Now that’s funny.
Me too, no more dewalt
Try dealing with Ridgid, their warranty is absolute garbage.
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
@@ks38533 at least if the item is not compatible or causing failure, they should offer recall like Milwaukee cheap design high torque impact, fully refund or exchange.
If someone at Dewalt sees this video they will most likely reach out and make it right in hopes another video is made to clear up the issue and show good faith.... The rest of us would be screwed.
still, the "known issue" costs YOU 700$$$ is a NOGO, they can't make that right with a call, when that is a General Customer Experience. Btw, why couldn't they warn about it after the 1st replacement???
@Goldens267lose*, loose is when something isn’t fastened…
You’re or you are*. Your implies a possessive adjective, for example your car, your house and you’re is an abbreviation of you are.
They may sound similar, but there’s a huge difference between the two and they are most definitely not interchangeable…
Does the dildo you own yellow and have a Dewalt logo on it too?
Linus Tech Tips, a huge tech RUclipsr you may know, just had this same issue. A company attempted to reach out after he had an unfavourable review and he declined the olive branch because in his own words “if I wasn’t who I am, you wouldn’t have made the offer” I think it’s sad that so many companies care more about their image only AFTER they’ve screwed over so many and the can of worms spills over
I'm glad I saw your video. I was looking at a table saw, track saw and a planer. The key word is "was". I hate brands that get shady when they are at fault.
If you don't mind carrying around extension cords which most people do, the dewalt corded miter saws are the best way to go in my opinion, those things will last you years and yearsssss. I never used a battery powered miter saw but all I ever hear about them is that they break or do not last. I don't understand why people get them, everyone knows battery powered tools always tend to give out first. Especially with a miter saw that size
I had my own business for decades. Multiple venues in multiple states. Never take your customers for granted. This was an opportunity for DeWalt to demonstrate true customer appreciation. Their behavior is inexcusable.
Same on the Business. Back in the day there were stores that sold only tools. Not the Home Depot stuff. And the service was great! They would fix almost anything at low cost.
Or mostly warranty it. I still have all Dewalt 20v tools. But I dont push them hard anymore. I do hope they stand behind the products as they did before.
@@johnbrentford5513 Personally I think the tech that was working on the saw they have played with the fence because it was something new for them they have seen and it got moved in a little too far when they ran the solvent see if it ran the blade neck the corner of the fence on top and someone instead of manning up and taking responsibility for it and you know I’ll just run this all the way down nobody will notice I’ve seen way too many people that try to hide the mistakes instead of tell their boss what they did and taking responsibility for it
The customer never spoke to dewalt and dewalt never got a chance to demonstrate anything
@@johnbrentford5513either way, the repair for the motor because of a known factory issue shouldn't have cost him anything. Bet he'd be glad to pay for the fence if he was given back his 750 dollars worth of known-issue-but-not-doing-anything-about-it money. Just bad design and even worse to not stand by their design, take the loss and distribute a cord that could be used with the saw without the motor giving out.
That phone call was sickening. A 163 billion dollar company, that's costumer based. Won't pay 200 dollars for damages they caused. Glad you filmed that!
@@johnbrentford5513 May be. But Whats with the two damaged motors? Why did he have to play form them, 750$?! Thats ridiculous...
he needs to name names.......each shop can use discretion on their service work/screwups
Seriously? This guy's a cry baby, not dewalt's problems
@@macbook802How is it not a DeWalt problem. We all now know that the motor on that particular saw has problems when used with the FACTORY AC ADAPTOR. You sir are a MO-RON.
@leewinter28 my Dewalt tools work perfect. You sir are a coc ksuc ker. Don't send 400 dollar parts to companies. He probably already cut it and wanted Dewalt to fix it. Classic n-word move
Their tools are too expensive to not have better customer service. Keep up the great work!
@@johnbrentford5513i mean most likely except for the fact that he just told you it wasn't
And now you know why Hilti sells so many tools to large operations. Yes they are expensive, but you are also kinda paying for no questions replacement next day to keep the job going. And the accountants love that type of reliability
@@MrHazz0 everyone loves good customer service
DeWalt has name recognition and slaps their name on anything these days. They are not about quality or innovation anymore. I doubt they were ever about customer service.
I love Milwaukee. Free replacement and no questions ask if your tool broke from a manufacturing defect.
I would suggest doing your own tool repair folks . The same parts the repair shop is going to install are available to you as well . The armature on my Dewalt 708 basically fried . Found a used one on ebay for $60 . Along with a new set of brushes $11 and I was back in business .
This isn't about fixing your own tools, also a lot of folks as you put it do not know how to repair tools or where to begin. its about bad customer service from a $16.76 billion company.
That shouldn’t be a thing if someone doesn’t know how to fix it or simply doesn’t have time and quite frankly that’s a ridiculous ask anyways. It’s their product they fix it if it’s under warranty
@@psfanboy79 My premise was if he has exhausted all his options with Dewalt , and they refuse to repair it , then do it yourself . If one can figure out how to use a professional grade power tool ,they should be able to figure out how to fix it and find the time . Otherwise these beta boys can go out and buy another saw .
You have the right attitude. They don’t realize they have lost. Good paying customer who has influence to thousands. Now instead they will be loosing hoards of people….like myself. I hate the BS these company’s do. I really appreciate you not trashing/throwing away the other stuff (spoiled rich kid syndrome) but just explaining in real terms. Blessings my friend and thank you for posting
Best master trim carpenter content on RUclips. You’re always 100% honest on you content and it’s appreciated. I can’t believe DeWALT won’t be in your dm’s after seeing 500k views on this 😮
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
@@johnbrentford5513 I'm also a bit suspicious because it seems possible that the fence was broken before sending it in or during the test cut after he got it back. But even if that's the case, DeWalt it still being a really shitty company by charging for the new motor when their AC adapter is the likely problem. So it's not even about the $200 that he asked for - they owe him $650
I'm a huge Dewalt fan ... and after this you said something that really stuck to my head. Dont stay loyal to one company ...
Thank you. Just made me open my eyes a little
Being a fan of any of these companies is delusional. They're all making crap.,
Having the tool repaired TWICE in such a short period of time would be enough for me. You are right though that fan boys of particular brands are wrong, every brand has its strengths and weaknesses and they all put out both great tools and real stinkers
At that time I’d question how stupid the user is.
I'm you showed all of us what you went through trying to get Dewalt to own up to it's mistake and how they just washed their hands and said there is nothing they could do to make it right. Worst part is you had to pay $750 for a known defect of their product and yet still could not do anything to make things right for a loyal customer. Glad you put it out for the world to see!
AND WERE NOT TOLD WHY THE FIRST MOTOR BURNED UP!!!!
That's some BS. DeWALT needs to make this right. I own a huge amount of DeWALT products, and have always had good experiences with them. I'm HUGELY disappointed in the way they handled this for you.
I know, this is my first real problem I've had with them. Generally they are great.
I really hope he gets taken care of on this, but it really reflects what us with no RUclips, etc would experience. Very eye opening and thanks for sharing.
Agree completely. I probably have all those DeWalt tools that Rich was showing. But I'll definitely be doing some comparison shopping on the next tool I buy, and I'll take their poor customer service into account in that comparison.
Good experience with the tools, absolutely terrible experience with any service from them.
Its too late. They should have done the righ thing from the beginning. Anything they do now is just to save face because of his audience.
Went through the same thing. I bought into the flexvolt platform for home use. Bought the 20 inch chain saw and got three cuts into a log and it locked up as if the chain wasn’t oiling. They gave me the run around for months and eventually i just got stuck with it. A $400 paper weight collecting dust. Then the weed wacker head exploded about six weeks into lawn season. I have replaced everything at home and work with Festool and Milwaukee and sthil for the lawn equipment.
Please don't give up on this - it needs to be made right. If your tool was damaged in their care it needs to be handled properly - giving up let's this particular service center set a bad example and it can continue to happen to others - call back and escalate your issue! Love the videos btw....
He shouldn’t have to do that!!!! It should have been handled properly from the get-go
@@1packatak yes it should have but it wasn't - I have had similar experiences with other products and services - sometimes it takes another call or escalation to resolve, my point was not to give up easily, if everyone did issues like this would happen all the time andpre frequently.
He’s an owner operator and sadly like many the rep has fed wrong information to will not have time to pursue it and be made right from. Their system is designed to prevent it. The time on hold he will spend could have been spent making money to buy a few more of these fences. Richard did the right thing here. Us who are off of work or have time in between will watch this and hit them in their pocket books.
I believe you are well intentioned to encourage further pursuit of this, but I wouldn’t in their shoes. Why take the time and energy to fight for something that has failed twice and been given the run around twice. He’s already into Milwaukee. Take the L, learn from it, and move on. Hopefully DeWalt can take the L, learn from it and move on as well. No winners in this situation. Unfortunately at my job I deal with this type of situation almost monthly. It’s good to see there are people out there like yourself who still believe strongly in the responsibility to do the right thing. We are a dying breed.
Wow. That is unexpected from DeWalt - what an eye-opener. I've been thinking of switching to Makita for awhile and this made the decision very easy, thank you for sharing this. Hopefully it gets their attention.
Milwaukee has 5 years warranty on tools they repaired my drill 3 times n no cash need it
Milwaukee isn’t gonna replace any damage to aftermarket parts either. Pretty standard practice, honestly
@@hallowedbethygame2840 The damage to the aftermarket fence had not happend if Dewalt had called back all their broken products they knew was on the market and still is. Dewalt knew why the 2 motors broke, and did nothing beside asking the user not to use the 2 dewalt products together. Dewalt is to blame here, Dewalt keep showing how little they care about their products as soon as they are sold. shame on Dewalt.. if anything, they need to pay for the 2 motors that broke from using the Dewalt ac adapter. Dewalt is worse then Ryobi at this point
Right
@@mikelmar5723 Is it normal for a drill needing to be repaired 3 times inside of the 5year warranty?
I would be shocked if someone with over a half million subscribers does not get contacted by DeWalt, get it corrected and make this right.. just read the comments.... they’ll lose a hell of a lot more than $400.00... you’ve proven your a good DeWalt customer with a huge loyal fan base. I see another mitre saw arriving, as well as a new fence. Keep us posted!
the back of my truck looks like Wiz Khalifa's house but I will likely move away from DeWalt in the future, did this video make me come to that realization? Not really but that's just terrible form, if they knew who they were dealing with or not
I have been saving my money for awhile now, and I have about $750 for a big combo kit on Black Friday. I was going to get DeWalt because my dad and brother use DeWalt and we could share batteries if working on the same project. Thanks for helping narrow me down to Milwaukie or Makita.
i seriously hope u ended up going with dewalt because in the end they are the best of a bad bunch
Yeah I would give my money to the chinese communist party over the only american made and heavily manufactured brand.. all because a guy had a problem with one model of new saw. Dewalt makes the same quality as all the rest if not better and all companies have the potential for a model with issues.
Get a Bosch table saw. It’s head and shoulder above the competition!
I’m in the uk and seeing this story with regard to your motor issues on that saw is almost word for word for what happened to me. Two motor replacements. Told not covered under warranty as saw was 1 month out. £350 plus VAT a pop! Told by rep don’t use the power adapter. Seriously pissed off with dewalt. After 26 years of loyalty to dewalt I snapped. I had issues with triggers on other tools and I think recently their quality has dipped. Since Christmas I have sold every bit of dewalt kit I can and replaced it with festool. I am now enjoying my work again.
Festool is good , i have few tools from them but mitresaw is bad in ergonomic that ‘s why I never want to buy.
@@jakubpawel4004 what's your concern on the kapex ergonomics? It looks no different from others?
Honestly you were too nice to them. You have to be firm about what you expect and push for it and make sure you are escalated up the chain until you get what you want.
He was way too nice to them.
I think he represented his brand Finish Carpentry TV really well and was super professional. At the end of the day you can't force someone to act right. They have to do so willingly. It's their loss for not acting right. 200 bucks is a drop in the bucket comparted to nearly 500,000 views in my opinion.
Not to mention the motor replacement issue.
I disagree. Acting like an ass rarely gets you what you want. I would have been nice at first, then turned into an asshole once they said they wouldn’t help me
sometimes you have to transform into a super Karen to get them to actually help, being nice just get's you walked over
I was actually looking at the corded DWS779 today for an upcoming project. Now I'll pass. Thanks for your work and wisdom and best of luck in the future.
That’s actually a badass saw. Hard to make it super accurate but it’s a beast.
There is nothing wrong with corded DeWalt mitre saws , the only wrong is with numpties thinking that a battery saw will perform like a corded one (when both have different torque on their motors) 😂😂😂Btw this numpty complains to DeWalt about his Kaizer fence instead complaining to Kaizer for selling him such a shitty designed fence 😂😂
The corded version have no issues
The only issue is that the rear guard was made of plastic for some period of time, and had to be recalled because it occasionally flew off like a projectile. It happened to me, actually, right before I heard of the recall. So you check the serial number and if its affected, you get a metal rear guard/guide in the mail.
Other than that, the DWS779 is an amazing deal, often goes on sale for Christmas.
I've got the 779 and it is a top notch saw. The only thing I hate about it is it weighs a ton and a bitch to carry it back and forth everywhere. I just got the cordless 20v sliding compound miter saw and use the flexvolt batteries with it. Absolutely love it. Only thing I hate is it is single bevel. It needs to be a double bevel. Makes all the difference in the world.
Hopefully your authorized DeWalt service folks hear/see this.
I'm retired and have a nice sized woodshop. There was a time all I used was DeWalt, but repeated issues with batteries, chucks I transitioned to Makita and over a couple years had the same issues. Now going to Milwaukee, so far so good...
Thanks for the heads up on Dewalt. Bad service is bad for business. Their business won’t be getting my business $$.
Great channel. I’ve learned a lot from you over the years that has given me confidence to tackle projects. Thx!
One experience does not paint a full picture of the company. I have had nothing but good experiences at my service center and they have never charged me for a known issue. This is most likely a shitty manager trying to boost numbers to make a bigger bouns.
Agreed! @dewalttv is this how your company operates? or will you blame it on your "factory authorized 3rd parties"?
You handled that phone call better than 99.9% of others would. It's no secret that companies that don't appreciate and invest in taking care of the customer after the purchase eventually lose even their most loyal patrons. It seems to be the status quo everywhere you turn these days.
Better than I would've, for sure.
personally, i noticed a major drop in customer service came about after the 'lockdowns' we all went through.
Love that you made the call to DeWalt service standing in front of the Makita saw.
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
They all have the same parts in them - made in the same factories in china, brazil etc. so It really makes no difference. All the major tool companies are owned by 4 conglomerates.
@@corail53 No they don't have the same parts.
это ничего не меняет, макита тоже на завод отправляется назад.
@@johnbrentford5513 Yes, and with no proof either way it just becomes "he said, she said".
Impressed with the way you handled this unfortunate series of events. Just kept taking hits and your response is impressive. Keep your head up! You do great work!
I worked for a power tool service center for 22 years. I've repaired every brand under the sun. When I shop for power tools, I walk right past DeWalt every time as if they don't exist. I head right for Makita and Milwaukee. However, If I made my daily living with my tools, I'd be going out of my way to find those tools in Hilti. Nothing can handle daily abuse like Hilti.
Yep.
I’ve daily used Dewalt tools for 30 years. From 9v to 12v to 18v to 20v. Dropped drills and radios off the roof numerous times. They keep ticking.
My dewalt tools have stood the test of time. Milwaukee tools do not last and Makita used to be good but have fallen off the pace the last ten years. Im a remodel specialist.
@@negemyshibalbeckbojiya4875 l agree!!
Dewalt tools are great and can stand up to the abuse. The problem is the warranty service behind the brand. Milwaukee stands by their tools and their warranty shows for it unfortunately
Yeah I’m definitely with you on this issue, and I’m a Milwaukee/Dewalt investor.The bottom line is they cut the fence and they should replace it,you said it right, it’s just bad business,,,WOW that’s crazy how they didn’t take care and value they’re customer.SMH,keep up the good work and keep pushing forward,because I’m a firm believer of karma 💪🏽💯
Unfortunately next time you have to take photos before and after to show any damages caused by the service center. Not saying that Richard did anything wrong! But is is a sad state that to prove they cut the fence you need to have the photos to back it up.
you can leave a dealer with item and then call to report an issue after... if it was a original part then maybe they could easily replace even without evidence ... but for an aftermarket item thats a steep request reguardless
Simply repairing his saw pro bono would’ve assured a future where Richard would be replacing his old one with the next version of their top tier tools.
But instead for $327 they made that the last time they would sell him a high ticket item.
Think about the number of dishonest customers who try to make the repair shop pay for damages already present.
The guy at the factory service center did not know that he was in conversation with Finish. What else I really appreciate is how polite and deliberate you were in your conversation, you're not just Finish Carpentry TV, you're a man of character. I hope somebody at DeWalt gives you a call, and soon. I will purchase a HilWaukee t-shirt from you 🤩
Get a life
I love my Milwaukee stuff. We have a Milwaukee store front in my city and I’ve walked in on several occasions with a broken tool and walked out with a brand new replacement even without the receipt
'Yep, sorry.' Pretty much sums up the state of customer service today. They did it, and didn't 'man up', and admit to doing it. Similar things have happened to me, and I've gotten similar responses. My favorite is always: 'It came in like that'. Ah.... No. It left your shop like that.
"come on man", low expectations and mediocrity are the norm these days, just look at the current circus in the white house these days and its current shitshow we are all paying for (including the blow/illegal drugs obviously being used which explains the performance issues/debacles). sadly we are all expected to accept such mediocrity as the "new normal" while being told how "good"/"better" things are (even if we know better and opposite is the reality), to smile and agree that the facts we know from our own eyes are not to be believed as we are told by those "in control"
Last year I was in the market for a battery powered blower. My coworker was always singing Milwaukee's praises, so I went with Milwaukee. I've since purchased about five more battery powered Milwaukee tools and three batteries, and the more I see on RUclips about different tools, and tool tests and comparisons, the more it reaffirms my decision to go with Milwaukee. I watch a lot of videos on Project Farm and the Milwaukee nearly always comes out on top or near the top.
Project farm is an idiot
My experience was the opposite, I had almost $1k worth of Milwaukee tools go bad in less than a year and Home Depot would do nothing to help. I bought a cheap $100 Ryobi set to "get me by" and those are still working about 8 years later with a ridiculous amount of abuse. The $200 Milwaukee 18volt impact was less than 3 months old when a fall from the SECOND RUNG of a step ladder killed it, the motor worked but the chuck wouldn't move, meanwhile my Ryobi got knocked off a roof and plinkoed it's way down 3 flights of concrete steps and still worked. I can't describe the level of shock I felt when I finally got back down and picked it up expecting it to not work when I pulled the trigger but it did.
Mate thats dropping tools is literally a misuse, so dont blame milwaukee for your stupidity, i have a few milwaukee tools and ive abused them and never had a single problem.if you want to use ur impact driver or drill as a hammer thats on u mate, milwaukee is the best value for price
Makita is the best
@@bdkj3ei would've contacted milwaukee warranty division. I'd never deal with home depot unless it was in that 90 day period or whatever their return policy is. I've got a couple grand in Milwaukee power tools and batteries and they're all holding up great
I’ve learned to have brand loyalty to only brands that have been more than loyal to their customers. For example: I’m not a water bottle kinda guy, but I did buy a gallon size water jug made by Igloo a few months back. Was excited to take it to work with me considering I was roofing all week and had just filled it with ice and watermelon flavor packets. First thing I did was set it on top of a couple of bundle of shingles, go to take off my hoodie and it rolled off and took down the roof and hit the ground before I could say “Oh Sh*t!”. The lid broke into a bunch of pieces and it was empty by the time I got to the ground to pick it up. All I could think of is, oh great, I have to work all day without water because of a stupid mistake I made. Long story short, I emailed the company hoping to buy JUST the lid for it. They don’t sell replacement parts. Bummer.
BUT, what was amazing was that they sent me an identical water jug for FREE. I didn’t have to pay shipping and handling, nothing.
I will forever have brand loyalty to a company like that. Somebody who goes out of their way for a mistake I made over a $20 water bottle. Now you’ve got to ask yourself, you spent the money on the saw and an additional $750 in replacement parts… they damaged an aftermarket part that they were aware was installed on your saw… do you still need to feel loyal to them? They seem to care less whether they have your business or not, which is sad considering how much you promote tools on your page. All I own is DeWalt, but after seeing this video it makes me want to switch. If they don’t have customer service for a guy like you, how will they ever treat a guy like me? That’s what all your viewers must think now. I hope Dewalt sees this video and realizes they need to step up their customer service game.
And... for Igloo you are so happy you write about in random YT posts getting the rest of us thinking positively about Igloo. Are you listening DeWalt?????
@@davidgreene6243 exactly! Didn’t expect a full replacement at no cost because of MY mistake. If it were any other company they could’ve told me to buy another one or kick rocks, but they didn’t. My question is: how come major tool companies, who make millions from contractors, DIY’ers and tool reviewers, won’t do the same thing? I understand people take advantage of “the system” sometimes, but most of us are loyal and honest to a company that reciprocates that honesty and loyalty to their customers.
Well said!
I think it always helps when you own your mistakes. You went to them with the correct attitude: I stuffed up and I am will to pay to fix it. Good companies will be more inclined to help you out, give a free replacement, if you take this attitude. Dewalt can learn from you and Igloo.
The moral of the story is you didn't use a aftermarket part like this guy did once you use a aftermarket part on anything the warranty is over, but someone is gonna see this and tell communist Milwaukee and they will help this guy out because he has a RUclips channel because they wouldn't help you either if you were Joe Smoe if you used a aftermarket part on their tool, this guy is just trying to get free tools from China I mean Milwaukee
I’m honestly moving away from Milwaukee for similar frustrations. Had one of their m12 23 ga pin nailers fail after 4 months. Homedepot replaced that with a new gun which lasted only 1-2 months and also started to fail. Sent that in for repair. They sent it back saying the repair part was not under warranty but they fixed it once out of goodwill. Except they didn’t fix anything. It still doesn’t set the nails even at full depth. They stick out like 3/16” and the hammer absolutely mangles the back of the nail.
Man, I love european customer warranty laws. Everything here has to have 2 years of warranty. The first year repairs must be no questions asked, because the law says failures up to that point must be a fault from the factory, or the service center must proof that the fault is from you using it wrong.
Back to your mothers basement with your lies
I agree, went from mil- to dewalt and couldnt be happier
Here in Europe, I always thought of DeWalt as a cheapo brand like Black & Decker, and that will always influence the way I look at them. Recently I found out that their tools are not actually cheap - but when I hear that they’re continuing to sell tools with known issues, it feels like my first impression was quite right in a way.
Same here in Japan. Obviously, Makita rules the market over here, but DeWalt quality just doesn't compare to Makita. Same goes for Bosch. Some of the older stuff that was made in Europe is good, but the newer stuff from China is crap.
This saw is discontinued, he's had this saw for quite a while. As with all brands there are good and bad.
DeWalt is owned by Stanley Black & Decker. They have several brands at different price-points. Generally speaking, the power tools rank (from professional to household): DeWalt > Porter Cable > Craftsman > Black & Decker
@@Palpac
a working tool with proper treatment and maintenance shouldn´t die that fast -
if a brand has an unlucky product it may consider make an exchange offer - to keep costumers inside their eco-system
+ making a communicative multiplier angry will be expensive
In Europe too and this is not my impression. I've owned Bosch, Makita and DeWalt and some Festool novelties that other brands didn't carry at the time. I still buy DeWalt for one of my workshops that's on that system anyway. I also have a full DeWalt set for at home. I use everything within reach as a hammer and none of it has ever failed me within ten years.
Whenever these discussions come up I feel it's mostly a matter of coincidence. You happen to get a shitty battery from one brand so you conclude the brand's bad.
My warranty has always been superb on every brand because of the dealership I buy everything from. Those people are way more important than the factory.
Been watching your videos for a while now because I believe you take pride in your work and, you are a master craftsman. I tip my cap to you. I’ve learned many things from your videos that make my projects better. That said, I value your opinion on tools. Another well done video and one which has changed my mind on DeWalt. Thank you.
I would call the corporate office and ask to speak with a manager or supervisor. No way in hell I'd let this slide. I'd rattle their cage until they made things right.
Exactly what I was thinking. Move up the food chain to someone that will take this seriously. Its bad enough the motor has gone out twice and youve had to fit the bill. Its just pure insulting to then damage your fence and again not take resposibility. Anyone with any sense in corporate will make this right. Unfortunately, businesses get away with this way too often. Im guessing once they see your platform they will pull out the red carpet
I think he already did via this video. 500k subscribers are no joke.
Calls don't work well anymore because big companies can "accidentally" hang up on you & make you start the process over. Social media like Twitter is how you get through to them
I would take the matter up with one of the main Dewalt offices. These guys that did the repairs are likely to be Dewalt authorised service agents so if they're damaging Dewalt's customer care reputation I would think the main Dewalt office would want to hear about any poor customer service experiences. I would also expect the main office to want to put things right and restore their customers confidence.
@@bchowmein1711 I have mentioned the same as you. Escalate the poor customer service matter to a higher point in the Dewalt chain. These repair centre guys are merely Dewalt approved 3rd party service agents. I honestly believe the Main Dewalt office would be very concerned to hear about such shabby customer service and also the poor reliability of the burnt out motors. Dewalt spend a fortune on brand marketing to persuade customers to buy their products. A video like this showing poor customer service and crap quality motots has the potential to cost Dewalt long thousands in lost sales.
Thanks for the Heads Up, I have the same miter saw with the power cord option. I have never used it with the 120vt wall cord, now that I know the potential for motor damage, it's battery only and not a hybrid tool now.
Yeah, that's pretty amazing that you purchase a "hybrid" powered tool and then get told (without refund or apology) that using the cord will ruin the motor. That's fraud.
0:51 I don't question your goodwill towards DeWalt whatsoever, like you mentioned, your equipment shows the faith in their company... I feel for you man!
I'm in the process of replacing my trim saw with something of better quality. Dewalt was one of the options I was considering, until I watched this video. I now will not consider any Dewalt products, no one should be treated like that. Your response to them was a little more gracious than mine would have been.
Love your videos and watching the way your do things, great work.
вы любите смотреть на идиота, который совершил много ошибок.
just dont buy a cordless ive had my chop saw from dewalt since 2011 still runs like the day i bought it
Fun fact: When you take a broken Milwaukee tool into a service center with a receipt, they fix it for free and don't break more stuff on it :)
Stop with the Milwaukee propaganda they too produce just as much junk nowadays. Get off the internet bandwagon.
That is false. My dad had a brand new surge impact. Broke within a month, sent if to get fixed, got it back and it still had the same issue. Service report said part was used to failure not defective, he put a hand full of screws in with it and that's all. Sent it back again, worked this time except reverse didn't work now, they broke the switch putting it back together. Sent it on for a third time.
@@goldenguns4u That sucks. I've never had an issue with anything I've sent in.
@Bdigital9482 It's not propaganda. It's my experience with all of my Milwaukee tools. I take a tool in, and they fix it for free.
Been a Makita user for a long time, honestly never had to have anything fixed. Tried Ryobi once, not good. De-Walt became prominent in the UK after a great bit of product placement on a BBC TV show. Tried a couple of their drills but nothing else.
Would you have had any better luck with Milwaukee, or Makita? I doubt it. I would be mad that they didn't tell me about the AC adapter problem for sure. Also they should have told you to remove the custom fence at least. I just don't think the other companies would be any better. I've had blood boiling problems when dealing with a Ridgid warranty repair so I get it though.
Well Richard muh man! Awesome Video! The Good news is, the Honesty behind this video is the BEST ADVERTISING that DeWalt could ever put out! You have convinced me thoroughly to NOT buy another DeWalt product or tool!! Thank You for this IMPORTANT DeWalt FAILURE update!! -Bob...
It happened to me 30 years ago. I gave up on DeWalt and never looked back. Your story sounds so much like mine.
That's as fair as anyone could hope a good customer could be. That $200 fence cost DeWalt thousands. And that's managements fault, they should have "someone" that can utilize some common sense and work with customers in exactly the way you asked them to. 👍👍
Glad I saw your video. I was about to switch over to the DeWalt ecosystem. After listening to their customer support rep on the phone call, I changed my mind. I am full on Milwaukee now. Thanks for putting this out there.
There’s a few failures here on DeWalt’s part: failure of the product, failure of customer service to charge for a replacement part of a known defect, failure of the service techs for not removing the fence, and then failure of customer support at the end.
I agree with what you said as well. Now as for the issues. First, knowing this person that runs this channel, I mean knowing his background, I would think he would know better than to send that huge aftermarket fence with the product repair. Most services companies tell you that. I would be curious to know if he actually asked for reimbursement for two over $300 repairs for something that was known as a defect. I would have started first with the defect then tack on the issue with the cut in the after market fence. But for the fact of the known defects, the tool would not have been sent in and the fence would not have been cut.
Failure informing the customer removing anything aftermarket prior sending for repair.
@@AppleTechPro870 it should be common sense to not send it in with aftermarket parts still attached. How is nobody else getting this?
You handled yourself amazingly well… I too have lots of Dewalt tools in the garage and this definitely leaves a bad taste in my mouth. I hope they make it right.
Hey man sorry to hear this.
I am a trim carpenter for a living as well, and I know your pain brother.
We work and sweat too hard for our stuff to be destroyed by the incompetence of others.
As for the DeWalt service that is just awful.
The only thing I have left from them is my miter saw, and miter saw stand. I’ve already converted all my other tools to Milwaukee, and a few things Rigid, and Makita. I feel like dewalt isn’t what it used to be unfortunately. Hope they see your video and make it right for you brother.
You are taking it better than most! I just had to buy a part for my Dewalt 780 so the guard will not explode (recall).!
We ran into this same issue 2 or 3 yrs ago. Burnt through 2 saws in about 18 months running them primarily on the 120v adapter. 3rd time around the lumber yard just replaced it with a standard corded saw. I’m pretty sure our lumber yard just ate the cost each time but default has to be aware of this issue by now. We’ve run dewalt for 20+ yrs but I’m leaning towards the makita next time around. As for as the service center, sounds like SOP for most and that sucks for you. Keep up the vids, always enjoy the content.
You’re literally one of the reasons I got dewalt :( looks like I’ll be rethinking my decisions too. Thanks for the vid.
I agree with you 100%. Similar incident convinced me to move on to Makita. I sold everything Dewalt I owned. Replaced it with Makita. Best move I ever made.
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
@@johnbrentford5513 I believe what was said about the dewalt repair shop. They did the damage. They owned keeping the saw in safe condition the saw while they had it. They did not return it is same or better condition they received it in.
My Dewalt "family" has grown. Just invested in the portable table saw. From what I could tell it had the best, stay where you put it, fence. A long time ago my combo drill trigger took a crap. It was all or nothing, no variable left. I took it to an "Authorized" dealer/repair center (since then has gone out of business). The drill was a few months over warranty, but since I'm a home DIYer it looked brand new, plus I take care of my tools. They fixed it for free based on my tool didn't get that much use and wasn't abused. So far no issues, but thanks for the heads up.
Ive been thinking about switching from Dewalt so your video really gives me something to think about.
I’m so glad you posted this. Dewalt just made my future tool purchases easier as I can now go right past their stuff and on to better brands
Better brands. You mean the Chinese ones? If you are American you are a disgrace.
I bought a Harbor Freight...lol...
I’ve had dewalt for 30 years, never a problem😁
There are no better brands. They're all the same.
@@chascollette me either. dewalt is no worse quality than any other brand. they all have the propensity to have a model with a flaw.
I buy dewalt because its the only american tool brand left and they have a ton of american manufacturing left. All these brands people are going to are chinese communist backed companies. I can't stomach buying from them, gutting the american manufactring base all for a tool that is basically the same quality and functionality. Plenty of industries where we don't have options but foreign, but power tools has dewalt.
Sorry to hear about your experience man.. I've been a DeWalt fan since I got into the trade but I too am slowly migrating to Milwaukee. The tools feel much better quality wise and the last time I had my 18G nail gun like yours repaired the service was impeccable 👌🏽
Im in the process of switching as well because how much warranty work thats been needed this past year on different tools. These tools are used but never abused or rained on. These larger companies need to step up their game. The under dog companies are showing comparable performance and a lesser price as well with same performance batteries at 30-40% less. Not to mention the same warranty offered at 3 and 5 yr on tools and warranty on batteries.
Who wants to buy something that supports the chinese communist party? Dewalt is an american brand which has a large manufacturing base still in the US. All the rest of these brands sold out and layed off all the american workers.
When your job gets outsourced or the job of your friends or family, don't come whining to us. You had an opportunity to support your fellow citizens by buying a great product that is just as good as any chinese brand.
Crazy, I had the opposite experience a few weeks back. I had a 1 year old Dewalt battery circular saw making a grinding noise, I sent them a video on Facebook messenger and asked if they knew what was wrong. The response was "sorry for the inconvenience sir, what is your address" 4 days later I come home to a new saw on my step. Now Milwaukee (I'm a huge fan of their tools) I had a battery ratchet break at 2 months old, sent in for service and they fixed it with a note "One time courtesy repair, to heavy of use"... What about the 5 year warranty on this tool you told me was "nothing but heavy duty"?
I've never had a Milwaukee tool break on me yet prematurely but I'm just a proho
I run dewalt on almost all of my gear, apart from my makita track saw and Bosch professional miter saw. Honestly have no complaints about any of them. 3 very decent brands
👍 Amen brother! Thanks, just the fact that they are hiding a known issue with the adapter ruining motors would burn my ass. Hope there's a lawsuit in their future.
Class Action baby!!
Yeah the fence thing is hard to prove. And the rep on the phone isn’t at fault. Whoever did it just didn’t tell anyone and it’s a he said she said thing. But charging people to repair their saw for a known defect is BS. How old is it? Is there no warranty?
Same. That known motor issue is what really bugs, because it is an issue they have confirmed is a systemic problem but are refusing to make right and are profiting off by replacing the burned out motors. Meanwhile, there are unknowns from their perspective on the fence, so I'm not as surprised that they wouldn't believe a customer who said, "you broke it please give me money" (even when they ask as nicely as Richard).
I'd definitely file a complaint with the BBB on the motor issue (while also noting the fence issue), which might help get a partial or even full reimbursement on the motor replacement. If lawyers weren't so expensive and courts weren't so slow, this should be a class action, like @loloholmes2793 suggested, but it would "only" be thousands of people joining the class action, so maybe a few million dollars in compensation -- and that's not enough to pay for the lawyers to fight in court for the 3-5 years it will require.
Nice we just lost some Dewalt tools and my grainer needs to be replaced. I like Makita but them malwaukee sets work so well together
I feel for you. That seems to be the norm in the UK. No company takes responsibility for what they do, and the cost of making them take responsibility is just too much.
90% of my tools are dewalt, but ive been having nothing but problems and failures from air compressors to nail guns... i just ordered a new bosch miter saw. between my personal experience and seeing this video, im thinking its time to move on to a different brand... hopefully dewalt makes this right with you. thanks for you videos and insight. 🤙
I've used many different brands of tools, purposely, for a career spanning more than thirty years. Some brands made better specific tools than others did. For instance, I've usually used Wilwaukee Sawzalls, Porter Cable belt sanders, etc. But, many of these brands have been bought up by big companies and are really just the same tool with a different case and sticker on it. And if you are gonna go all battery powered, you should pick one brand and go with it. Makita has ALWAYS made a tool worth having.
I've had a Bosch router motor armature go bad sitting unused in the case. No more for me.
@@ericgautreaux1752 I not big on Bosch either. Bosch work site table saws seem to be short lived.
They done messed up! Thought they were taking advantage of an average joe and not a professional finish carpenter and influencer. DEWALT needs to reach out because the only reason why I bought my cordless DW miter and table saw was watching your videos.
At this point I'm not interested in any discussion with them. I would never try to play the influencer card. I feel like I should get the same treatment as anyone else. The sad part is I really have no problem with them, I just wish they would have owned up to this mistake. I'm sure your table saw and miter saw will be just fine. Thanks for the support!
@@FinishCarpentryTVthat's bs. They basically called you a liar! I'd have lost my shit on them & I bet your wife would've too.
Right he the reason I buy DW
@@FinishCarpentryTV If they owned up every time somebody claimed to have hundreds of dollars of damage on aftermarket parts they would lose alot of money. Dont send your shit in with any modifications. Take them off. Coming from a person who doesnt own any yellow tools. People lie and steal all the time. I feel this same thing would happen with any brand.
Customer service is much needed it's not always the product it's the customer service
Sorry you had to go through this experience. I'm a full time handyman and I Love your channel! I have the DeWalt DWE7491RS Table Saw and the DW735X 13" Planer with a Shelix set of blades. Otherwise most my tools are Milwaukee M12 and M18. 6 drills, 2 Oscillating tools, 5" sander, Rotary tool, Cutoff wheel, 3 nailers, Stapler, 2 Reciprocating saws, Die Grinder, Angle Grinder, Router, Vacuum, M18 Caulk gun, JigSaw, Circular Saw, Miter Saw, Socket Set, 12 Packouts and 2 sets of drawers, Fan, Tower Lights, Blower, Flashlights and more. I have a Festool track saw and 2 Bosch routers and a sander. Milwaukee has been consistently worth the small premium every time.
Thank you for posting this, I am about to purchase a new chop saw, and now know which company I will not be buying from. You helped me make up my mind as DeWalt was in the running, not now.
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
I had a similar experience with their motors 10 years ago. Basically a lemon. After 3 times in a year being repaired I asked for a new saw. After several weeks it went nowhere. I bought the Festool then the New Makita. I’ve never looked back. Good luck to you in the future.
I had 1 bad Dewalt experience. Their 20V Max chainsaws have bar oiling issues on the second design. A little stud in there that breaks off and then the spinning pump can't move up and down. No luck with service. Finally I found a good RUclipsr who showed how to fix it.
I get it though. It's one thing if I don't get my Saturday project done. This guy literally makes his living with his tools so it has to be frustrating as heck when they don't work and he can't get service.
was just about to spend over $6500 AUD on a full DeWalt setup, had it preordered and recieved a call it was in shop ready to be picked up, I told them I was not comfortable with using a brand like DeWalt now and told them about this video. (DeWalt rep AUS) so hope he tells higher up about this.
Wow, one bad tool- you noticed the thousands of hours on all his other dewalts without issue? Geez
Good for you. Thanks for sharing your experience. This is the only leverage we have as consumers in a world of mega-companies chasing profits and hiding behind faceless support and layers of bureaucracy that get them out of doing the right thing. I will buy Milwaukee, Festool and Makita in the future.
Honestly, I'm invested in the DeWalt battery system. But I'm a DIYer. The thing that has always struck me about DeWalt is that they make a good version of pretty much every power tool, but i can't think of an industry leading DeWalt tool. I worked with a Milwaukee guy who made fun of the bumblebee guys haha. He was one of the most mechanically inclined people I've ever met. He knew what he was talking about. I think DeWalt can be a good option, but i think this highlights the problem with the current state of the industry. You have to buy into a battery system, and if you choose wrong.... I'm sorry for your loss.
And Milwaukee is leading tool in what category?Leading in failure and poor quality.Jig saw Bosch cordless-Mafell corded,angle grinder Fein-Flex (red Flex Germany)-Metabo,cordless drill Metabo,sander Mirka,SDS drill DUSS etc.
Milwaukee is probably the worst professional brand tool out there. They're garbage every guy on the jobsite always had a tool in t h e shop getting repaired and if you don't have a RUclips channel you ain't getting it fixed right away
Could you checked the aftermarket kaizen fence before leaving the store when you picked up the saw (after being fixed)? Or bring the miter saw without any “additional” accessories.
Notsure how old your saw was but if it was within the warranty years there should be no charge for a faulty/defective item. Furthermore, if the AC adapter is a known issue they need to remove it from the shelves. I also have lots of dewalt power tools and my current biggest gripe is the wobble on the bit holder on the DCF887. 😊
Wow! You are way more patient than I would have been under those circumstances!! I would have been furious for having to buy 2 new motors for a known problem and then to cut into your fence is just insult to injury! Such a shame because DeWalt tools are generally made really well. Their 10" table saw is my favorite job site tool ever.
Just this week I tried (again) to see if DeWalt could resolve the overheating issue in the cordless string trimmers. After the only factory service center in my state told me there was nothing they could do, and it was a known problem, DeWalt customer service told me to “buy another trimmer”. Oh I will, but it sure as hell won’t be DeWalt.
What model? Flexvolt 970, 972?
@@PhillyFixed DCST920. I wired in a small computer fan blowing onto the heat sink, and so far that has resolved the issue.
I switched to Milwaukee this year. Happy with the change. 💪👍
I had a similar experience on a saw that was used for less than 50 cuts and was under recall. (I am a homeowner, NOT in the Trades). I too had more Dewalt tools. They are VERY smug at the service center. (The CSR in this video was much nicer than what I experienced). NEVER AGAIN. Great job executives! I bet your contracts are guaranteed!
I got into dewalt around a couple years ago, and wound up selling all except my 12v stuff, after the horrible experience I had with their service division
My Miter saw is 40 years old and is a Ryobi Paid 179. My circular saw is 40 years old and it is a craftsman, Paid 39.. My drill is a Makita paid 99 and it is 15 years old with the same small battery. Great video.
You must barely use your tools.
@@DingleBerryschnapps I pray you have at least one tool in your box.
Only DeWalt tool I have is the corded router. Only used a couple of times. Other than that, power tools are Milwaukee while the oddball stuff like the sprayer and fans are Ryobi
When I was trimming in the 90s and early 2000s a friend bought some dewalt tools, I used them a little on jobsites I thought they were big bulky and heavy. I preferred my Makita saws by far. It surprised me that you liked dewalt when I started watching your channel. I do have a dewalt drill and impact driver that I still use. Maybe its just what you get used to. I never dealt with any co. repairs though, there was a local saw shop that I went to when I couldn't make the repair myself.
Maybe if they see this video they'll send you a whole new saw and an apology, haha.
I miss trimming homes, that was a good time in my life. Keep up the good work. I don't watch often but when I do I really enjoy it.
I picked Milwaukee when I was young, for the sole purpose of red being my favorite color. After a few years and my brother becoming an engineer for them, I've found that they are one of, if not, the best tool company right now. They could still do a lot more, however, every...single....time a tool has gone out or broke (albeit rare), they've replaced it for free, no questions asked. Parts to tools, the entire tool....whatever. Just go into one of their stores in my area, give them the tool and tell them what's wrong, and they either take it back or give me a new one if it even LOOKS too beat up. This is often way beyond the warranty expiration too. The only time I've paid for a repair or new tool, is when buying a new tool (obviously) or when the guy behind the counter is a dick.....but even then, when it comes to that one person (same guy) just wanting to charge, I have no issue at all because it's usually
Milwaukee is grossly overrated. They were kings back when they were actually building tools in Milwaukee. These days they sell overpriced flimsy miter saws and they tried to play games with their 1/2" impact wrench by cheapening up the anvil design inside and mass manufacturing that new design before even testing if it was durable. Their cordless drills took a big decline in quality when they stopped using a quality chuck.
Sorry not the case worst service out of major brand in Europe refusing service blaming customers always fighting them and they don't last with masonry sites. Gods for RUclips that is all.
milwaukee would be Great if they had the dewalt grip on the tools (milwaukee grip its horrible) @@karlschauff7989
I've had similar experience with Leatherman, I know it's not a power tool but since we're talking about good customer service. I've had bunch of Leatherman multitools over the years and I've put them through hell. They can take it too but enough is enough. I've always sent the tool to them, asked to change the broken parts and make it good again and send me a bill. Every time I've gotten the tool back refurbished or a brand new one and not one bill to this day.
@@karlschauff7989which one is better then ? I’m trying to decide which brand to run with
Im with you. I am feeling the same way i have tons and tons of dewalt tools. But I've been finding myself leaning more towards Milwaukee, and im pretty sure im going to jump on fully with milwaukee pretty sad move, but they just aint pocking up their game!
@FinishCarpentryTV I have cordless Milwaukee miter saw and I am not happy.... This is only to use inside.. I was using that saw outside and it started to rain, but it was just a small, very mild rain.. few drops.. and the saw was shut off... then I needed to take out battery, clean it and dry it up (the part where you put the battery) and then it was on again... After some minutes it happened again... The way how the batteries are mounted in is totally not for outside use..
Man I have always been a DeWalt man, for my job site tools, they always seemed like the company for the working man, but I am hearing more and more stories like this and I am going the same route brother. I been loyal and spent thousands of dollars on this company and they aren't returning that loyalty. Sucks but is what it is
I had a similar issue with dewalt a number of years ago. I gave all my yellow to one of my helpers and went and bought all makita. The makita cordless is second only to festool. I do use the Milwaukee cordless nailers since makita hasn’t figured theirs out yet.
I'm currently on that same road right behind you!
@@FinishCarpentryTVmakita or Milwaukee?
Similar experience here - used to run all Dewalt a long time ago, switched over primarily to Makita after lots of problems trying to warranty tools... ie. impacts that kept burning out - they started asking me what I was doing with it.... Obviously driving screws, I'm not pounding nails with it :)
I needed tools that would work as it's how I make my living, and also have a great warranty if there happened to be problems - Makita fit the requirements for me.
I repair power tools for a living and my experience has taught me the truth is always somewhere in the middle. The fence was cut from top to bottom so most likely it was cut at the same time as cutting a piece of wood keeping it from being noticed. If you are just testing the motor, you would hear and feel it hit the fence you would not continue to cut all the way through the fence from top to bottom. I have never cut a piece of wood to just test a motor repair and the other technicians I have worked with don't either. So, this fence was most likely damaged while it was being used to cut wood.
@@johnbrentford5513 the cut didn't go all the way down
Why did you send it in with the fence attached...
Some people think service centers treat their devices like something special.
I have never heard of someone leaving their personal stuff on something they send in for replacement. This isn't a car wash.
When you get your phone services, there is a high chance, that your data is going to be gone, because they just do a factory reset to make sure the device wasn't bricked by you. Often times manufacturers service centers don't even bother with repairing on the spot, they give you a new device and send the broken one to Mexico or China to fix.
Never give your stuff to service centers or warranty repairs with personal stuff on it, that goes for electronics, as much as it does for tools.